What are the responsibilities and job description for the Contact Center SME position at GAC Solutions?
We are seeking an experienced Senior Solution Architect with deep expertise in Amazon Connect to lead the design and delivery of cloud-native contact center solutions. The ideal candidate will drive CX transformation initiatives, architect omnichannel customer engagement platforms, and integrate enterprise systems using AWS services. This role requires strong experience in CCaaS platforms, AWS cloud architecture, and stakeholder engagement.
Key Responsibilities:
- Lead end-to-end solution architecture and implementation of Amazon Connect-based contact center solutions.
- Define CX strategy, roadmap, and operating models aligned with business objectives.
- Design omnichannel customer engagement solutions across voice, chat, messaging, email, and AI-powered channels.
- Architect integrations with CRM, WEM, analytics platforms, and enterprise applications using AWS services.
- Conduct discovery workshops and provide technical leadership to delivery teams.
- Ensure compliance with AWS Well-Architected Framework, security, and industry best practices.
- Drive automation, AI adoption, and continuous optimization of contact center operations.
Required Skills & Experience:
- 12 years of experience in Contact Center and Customer Experience (CX) technologies.
- Strong expertise in Amazon Connect architecture, contact flows, routing, IVR, ACD, analytics, and reporting.
- Experience with Genesys Cloud CX/Engage and CCaaS migration programs.
- Hands-on experience with AWS services including Lambda, Lex, API Gateway, Kinesis, S3, and DynamoDB.
- Strong knowledge of API integrations, microservices, and cloud-native architectures.
- Familiarity with AI-powered CX solutions, chatbots, voice bots, Contact Lens, and sentiment analysis.
- Excellent stakeholder management, communication, and solution consulting skills.
Preferred Qualifications:
- AWS certifications and cloud architecture experience.
- Experience with security and compliance standards such as PCI and HIPAA.
- Proven track record in large-scale CX transformation and cloud migration initiatives.