Kerja Sepenuh Masa, Amazon Connect Architect di Morgan Philips Group Federal Territory - Maukerja

Overview

We are seeking an experienced Solutions Architect to design and deliver scalable customer engagement solutions for enterprise clients. This role will work closely with customers, technical teams, and key stakeholders to architect and implement modern omnichannel customer service platforms.

The successful candidate will be responsible for translating business requirements into robust technical solutions that enhance customer interactions across multiple communication channels while ensuring scalability, reliability, and operational excellence.

Key Responsibilities

• Design and implement enterprise-grade customer engagement and contact center solutions.
• Lead discovery sessions, workshops, and technical discussions with customers and stakeholders.
• Gather and analyze business requirements and translate them into scalable technical architectures.
• Architect omnichannel solutions covering voice, digital channels, task management, reporting, and analytics.
• Collaborate with infrastructure, security, and integration teams to ensure solution reliability, performance, and compliance.
• Support deployment planning, testing, migration, and production go-live activities.
• Provide technical leadership, guidance, and best practices to both internal and external stakeholders.
• Develop technical documentation, solution designs, architecture diagrams, and proposals.
• Stay informed of emerging technologies and industry trends within customer experience and cloud-based platforms.

Requirements

• Experience working with cloud-based customer engagement or contact center platforms.
• Strong understanding of contact center operations, customer engagement technologies, and digital service channels.
• Experience in solution architecture, systems integration, and cloud deployment projects.
• Familiarity with API integrations, CRM platforms, and workflow automation solutions.
• Strong communication, presentation, and stakeholder management skills.
• Ability to manage multiple initiatives and priorities in a dynamic environment.
• Relevant industry or cloud certifications are advantageous.

Preferred Experience

• Experience with speech analytics, conversation intelligence, or quality monitoring tools.
• Knowledge of IVR design, customer journey orchestration, and routing strategies.
• Experience integrating customer engagement platforms with CRM and enterprise applications.
• Exposure to customer experience transformation or digital modernization initiatives.
• Understanding of workforce management, reporting, analytics, and operational optimization tools.