Contact Center Expert

Capgemini • Dallas, TX

3d • $100,000 - $130,000

About The Position

As a key member of the Contact Center Technology product area, you will collaborate with business, operations, architecture, and engineering teams to modernize our on‑premises contact center platform and migrate core capabilities to Amazon Web Services (AWS). You will use your strong systems engineering and analytical expertise to design secure, resilient, and scalable cloud architectures—while producing clear, well‑structured technical documentation that accelerates delivery and ensures operational readiness.

Requirements

• 5–8 years of systems analysis or systems engineering experience, including significant exposure to contact center technologies and cloud migration projects.
• Hands‑on experience designing or operating AWS contact center solutions—preferably Amazon Connect (routing profiles, contact flows, softphone, Contact Lens, Lex bots, Lambda, Kinesis).
• Strong understanding of telephony and real‑time communications: SIP/RTP, SBCs (AudioCodes/Ribbon), ANI/DNIS, CNAM, DTMF, QoS, media handling.
• Cloud architecture proficiency across VPC design, connectivity (Direct Connect/VPN), security groups/NACLs, IAM, encryption, and secrets management.
• Familiarity with integration and data‑exchange patterns: REST/GraphQL APIs, WebSockets, CTI events, EventBridge, SNS/SQS, Kinesis/MSK, DynamoDB, Aurora/RDS, S3.
• Experience with IaC and automation: Terraform / CloudFormation, CI/CD pipelines (CodePipeline, GitHub Actions, Jenkins), scripting (Python/Bash), and container fundamentals (ECS/EKS a plus).
• Strong understanding of observability and reliability engineering.
• Knowledge of PCI‑DSS, SOC2, data classification, tokenization, redaction, and privacy‑by‑design patterns.
• Excellent technical writing skills with the ability to deliver clear, concise, and version‑controlled documentation.
• Demonstrated ability to work in cross‑functional Agile teams with strong communication and stakeholder‑management abilities.

Responsibilities

• Lead end‑to‑end systems analysis for migrating contact center capabilities to AWS, with a focus on Amazon Connect including IVR, ACD/queueing, CTI/softphone, WFM, reporting/analytics, and integrations.
• Translate business, compliance, and operational needs into functional and non‑functional requirements, interface contracts, and acceptance criteria.
• Define, validate, and maintain integration patterns across voice, messaging, and digital channels using APIs, webhooks, event streams, and CTI frameworks.
• Author high‑quality technical artifacts including BRDs, technical specifications, design documents, data‑flow diagrams, runbooks/SOPs, and maintain a reliable source‑of‑truth in knowledge repositories.
• Collaborate with network and telephony teams to plan and execute SIP trunking, SBC routing, carrier cutovers, E911, toll‑free/DID migrations, codec selection, and QoS requirements.
• Partner with Security, Risk, and Compliance teams to embed guardrails for PII/PCI, encryption, key management, logging/retention, and auditing.
• Establish patterns for Infrastructure‑as‑Code and automation using Terraform or CloudFormation, supporting CI/CD pipelines for repeatable, auditable releases.
• Work hands‑on with AWS architectural elements including VPCs, Direct Connect/VPN, Transit Gateway, IAM least‑privilege, KMS, Secrets Manager, and Parameter Store.
• Define and support observability standards using CloudWatch (metrics, logs, traces), health checks, alarms, synthetic tests, error budgets, and incident response practices.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees