Amazon Contact Center

Capgemini • New York, NY

1d • $61,087 - $104,364

About The Position

As a member of the Contact Center Technology product area, you will partner 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 apply strong systems engineering and analysis skills to design secure, resilient, and scalable cloud architectures—while producing clear technical documentation that accelerates delivery and operational readiness.

Requirements

• 8+ years in systems analysis/engineering with significant experience in contact center technologies and cloud migrations.
• Hands‑on experience designing or operating AWS contact center solutions—preferably Amazon Connect (routing profiles, contact flows, agent softphone, Contact Lens, Lex bots, Lambda integrations, Kinesis streams).
• Solid understanding of telephony and real‑time communications: SIP/RTP, SBCs (e.g., AudioCodes/Ribbon), carrier services, ANI/DNIS, CNAM, DTMF, QoS, and media considerations.
• Cloud architecture proficiency: VPC design, Direct Connect/VPN, Transit Gateway, security groups/NACLs, IAM least privilege, KMS encryption, Secrets Manager/Parameter Store.
• Integration and data exchange: REST/GraphQL APIs, WebSocket/CTI events, event‑driven patterns (EventBridge, SNS/SQS), streaming (Kinesis/MSK), data stores (DynamoDB, Aurora/RDS, S3).
• Automation & tooling: Infrastructure as Code (Terraform or CloudFormation), CI/CD (CodePipeline/GitHub Actions/Jenkins), scripting (Python/Bash), container fundamentals (ECS/EKS) a plus.
• Observability & reliability: CloudWatch metrics/logs, tracing, health checks, alarms, synthetic testing, error budgets, and incident response practices.
• Security & compliance: familiarity with PCI‑DSS and SOC2 controls, data classification, tokenization and redaction strategies for call recordings/transcripts, and privacy by design..

Responsibilities

• Lead systems analysis for the migration of contact center capabilities to AWS (with emphasis on Amazon Connect), covering IVR, ACD/queueing, CTI/softphone, workforce management, reporting/analytics, and integrations.
• Translate business, compliance, and operational needs into clear functional and non‑functional requirements, interface contracts, and acceptance criteria.
• Author high‑quality technical artifacts (business requirements docs, technical specification and design docs, data‑flow diagrams, runbooks/SOPs) and maintain a source‑of‑truth in our knowledge repositories.
• Define and validate integration patterns across voice, messaging, and digital channels using APIs, webhooks, event streams, and CTI frameworks.
• Collaborate with network/telephony teams to plan SIP trunking, SBC routing, carrier cutovers, E911, toll‑free/DID migrations, codec and QoS requirements.
• Partner with security, risk, and compliance to embed guardrails for data protection (PII/PCI), encryption, key management, logging/retention, and auditing.
• Establish infrastructure‑as‑code and automation patterns (Terraform/CloudFormation) and support CI/CD pipelines to enable repeatable, auditable releases.

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