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Cloud Contact Centre Expert
2 weeks ago
We are seeking a highly skilled Technical Leader to lead the integration of Microsoft Dynamics 365 with AWS Connect. This role is ideal for a technically adept professional who can design scalable, secure, and high-performing cloud-based contact centre solutions.
- Develop comprehensive architectural designs for integrating AWS Connect with Microsoft Dynamics 365, considering call flows, data integration, security, and scalability.
- Provide technical guidance and mentorship to development teams throughout the project lifecycle.
- Design and implement robust integrations between AWS Connect and Dynamics 365, utilizing APIs, webhooks, and other relevant technologies.
- Define and implement cloud infrastructure on AWS, including compute, storage, networking, and security services, specifically tailored for contact center solutions.
- Ensure the solution adheres to strict security guidelines and compliance standards, protecting sensitive customer data.
- Optimize the solution for performance, scalability, and cost-effectiveness, leveraging AWS services effectively.
- Work closely with business stakeholders, development teams, and other technical experts to gather requirements and ensure alignment on the solution design.
- Create and maintain detailed architectural documentation, including diagrams, specifications, and deployment procedures.
- Assist in troubleshooting complex issues and providing ongoing support for the integrated solution.
The successful candidate will have:
- Proven experience as a Solution Architect with a focus on cloud-based contact centre solutions.
- Expertise in AWS services, particularly AWS Connect, and experience with related services like Lambda, DynamoDB, and API Gateway.
- Strong knowledge of Microsoft Dynamics 365, including its capabilities for customer service and contact centre management.
- Experience with integration technologies like APIs, webhooks, and middleware platforms.
- Solid understanding of cloud security best practices and compliance requirements.
- Excellent communication, collaboration, and problem-solving skills.
- Experience with Agile development methodologies is often preferred.
