Enterprise Architect - AWS/AI Solutions/Contact Centers

Hybrid Opportunity - Philadelphia, PA or Charlotte, NC (Highly Preferred); also open to Chicago, IL, Atlanta, GA, Dallas, TX and New York Metropolitan Area

Job Description:

In this role, the team is focused on developing a Contact Center Agent Assist platform that aims to enhance the performance of customer service agents and improve overall customer experiences. Here are the key components of what they are working on:

• Enterprise Architecture

  The role involves establishing a robust framework and blueprint for the contact center systems. This will include defining the overall structure, components, and technology stack that will support the agent assist functionality.

  
  

• AWS Full Stack Technologies

  They are leveraging AWS in their development process. This involves using various AWS services for backend infrastructure, data storage, security, and potentially machine learning capabilities.

  
  

• AI/ML Integration

  Incorporating artificial intelligence and machine learning algorithms to analyze interactions, predict customer needs, and provide real-time assistance to agents. This could involve chatbots, recommendation systems, or sentiment analysis tools that help agents respond more effectively to customer inquiries.

  
  

• Cloud Infrastructure

  The team is building the platform on a cloud-based infrastructure to ensure scalability, reliability, and flexibility. This would allow the contact center system to handle varying loads of customer interactions effectively.

  
  

• Full-Stack Development

  The project involves both frontend and backend development, integrating user interfaces for agents with backend services that process data and provide real-time suggestions and insights to improve interactions.

  
  

• Optimizing Agent Performance

  The ultimate goal of the platform is to identify ways to assist contact center agents in their roles, making them more efficient and improving their capability to handle customer service requests.

  
  

• Enhancing Business Communications

  By integrating with existing contact center systems, the platform aims to streamline and enhance communication channels, making interactions smoother for agents and customers alike.

  
  

• Driving Operational Excellence

  By improving the efficiency of agents and enhancing the customer service experience, the project is ultimately focused on achieving higher operational standards and better overall performance for the contact center.

  
  

Key Qualifications and Skills:

• Enterprise Architecture

  Proven experience focused on cloud solutions, specifically in contact center technologies.

  
  

• AWS Full Stack Proficiency

  Primarily with Lambda, API Gateway, and DynamoDB.

  
  

• AI/ML Integration

  Experience integrating AI-driven models for agent assistance in contact center environments.

  
  

• Full Stack Development

  Proficient in Node.js, Angular, and Python.

  
  

• Contact Center Knowledge

  Familiarity with various contact center platforms and communication tools.

  
  

• Cloud Security

  Strong knowledge of compliance regulations such as GDPR and PCI-DSS.