Design and implement scalable contact center solutions using Amazon Connect and AWS services.

§ Configure, deploy, and troubleshoot Amazon Connect, SIP, and VOIP systems.

§ Develop and optimize contact flows, IVR, and call routing strategies.

§ Integrate Amazon Connect with AWS services and automate workflows using Python .

§ Build and maintain real-time audio/video solutions with WebRTC for web.

§ Manage SIP trunking, DID, and Toll-Free Numbers; coordinate with telecom providers.

§ Ensure security and compliance with AWS best practices and regulatory standards.

§ Conduct interoperability testing, quality assurance, and performance optimization.

§ Integrate contact center platforms with ServiceNow CRM for seamless workflow.

§ Troubleshoot and resolve issues in contact flows, agent connectivity, and integrations.

§ Monitor and analyze metrics, reports, and dashboards to improve operations.

§ Create technical documentation and architectural diagrams.

§ Train and support stakeholders on system usage and best practices.

§ Collaborate with IT, operations, and business teams to deliver effective solutions.