AWS Connect Lead Architect

Duration: 5 Months

Location: MO-Chesterfield, Hybrid 3-4 days onsite

Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As an AWS Connect Lead Architect, you will join Turnberry's Digital Modernization practice, where technology and strategy combine to deliver exceptional digital experiences, empowering organizations to thrive in today's digital market.

Responsibilities

• Design, implement, and maintain AWS Connect solutions, ensuring integration with Genesys Cloud telephony and CRM systems
• Lead the architecture of contact center solutions using AWS services like AWS Connect, Lambda, S3, DynamoDB, and more
• Collaborate with stakeholders to gather requirements and ensure the contact center platform meets business and technical needs
• Develop detailed system architecture designs, including call flows, voice interactions, and integrations with other enterprise systems
• Manage the end-to-end deployment of contact center systems on AWS, ensuring high availability, scalability, and security
• Provide technical leadership for the integration of Genesys Cloud with AWS Connect, ensuring seamless call routing, reporting, and monitoring
• Troubleshoot complex issues within AWS Connect and Genesys Cloud environments, offering proactive solutions
• Implement best practices for system performance, security, disaster recovery, and cost optimization
• Collaborate with cross-functional teams (e.g., DevOps, IT, and Customer Service) to ensure the successful implementation and ongoing management of the platform
• Stay up-to-date with the latest advancements in AWS, Genesys Cloud, and telephony technologies, advising on new features and optimizations
  
  

Qualifications

• Proven experience as an AWS Connect Architect or similar role, with a focus on AWS-based contact center solutions
• Strong knowledge of Genesys Cloud Telephony system, including call routing, IVR, ACD, and integrations with external systems (CRM, WFM, etc.)
• Proficiency with AWS services such as Lambda, S3, DynamoDB, IAM, CloudWatch, and others in the context of contact center implementations
• Experience with integrating Genesys Cloud with other platforms and technologies, including CRMs (Salesforce, Microsoft Dynamics) and workforce management systems
• Strong understanding of contact center operations and workflows, including agent routing, quality monitoring, reporting, and analytics
• Experience with cloud security, disaster recovery, and performance optimization
• AWS Certified Solutions Architect – Associate or Professional (preferred) or equivalent certifications
• Genesys Cloud certifications or experience preferred. Strong analytical, troubleshooting, and problem-solving skills
• Excellent communication and collaboration skills to work across technical and business teams
  
  

Preferred Qualifications

• Experience with scripting languages (e.g., JavaScript, Python) for AWS Lambda functions
• Familiarity with AWS infrastructure-as-code tools like CloudFormation or Terraform
• Understanding of voice and data encryption protocols, ensuring compliance with industry standards (GDPR, HIPAA, etc.)
• Familiarity with omnichannel integrations, including chat, email, and social media
• Genesys Cloud CX expertise in reporting, dashboards, and analytics
  
  

The salary range for this role is $120,000 to $170,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.

Americans With Disabilities Act (ADA)

Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.