CCaaS Specialist

Job Title: CCaaS Specialist
Duration: 12 Months
Location: Toronto, ON

Introduction

We are looking for an experienced specialist to support a large-scale Contact Centre Transformation program. The successful candidate will bring strong hands-on experience with Amazon Connect and cloud-based contact centre technologies, supporting the configuration, integration, migration, testing, deployment, and ongoing optimization of enterprise contact centre solutions. This role will work closely with Solution Architects, Amazon Connect Engineers, IVR and Lex Developers, Cloud Engineers, QA teams, and business stakeholders to deliver scalable and reliable customer and agent experiences.

Required Skills & Qualifications

• 5 years of experience working with enterprise Contact Centre / CCaaS technologies.
• 3 years of hands-on Amazon Connect experience in implementation, configuration, engineering, or production support.
• Strong understanding of Amazon Connect Contact Flows, Queues and Routing Profiles, Skills-based / intelligent routing, IVR and voice workflows, Agent Workspace, Omnichannel contact centre environments.
• Experience integrating Amazon Connect with AWS Lambda and REST APIs.
• Working knowledge of AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, EventBridge, SNS/SQS.
• Experience troubleshooting and supporting enterprise-scale contact centre environments.
• Strong understanding of CCaaS architecture, telephony, customer journeys, routing, and contact centre operations.
• Strong communication skills and ability to work across technical and business teams.
• Prior work experience at client or in client's Industry.

Applicants must be able to work directly for Artech on W2.

Preferred Skills & Qualifications

• Amazon Lex and conversational AI.
• Amazon Bedrock, Generative AI, or Agentic AI.
• Amazon Q in Connect.
• Contact Lens and Customer Profiles.
• Experience migrating from Genesys, Cisco, Avaya, NICE, or Five9.
• CRM integrations such as Salesforce or ServiceNow.
• Experience within banking or financial services.
• AWS certifications, particularly Amazon Connect or AWS Solutions Architecture.
• Experience working on large enterprise Contact Centre modernization/transformation programs.

Day-to-Day Responsibilities

• Configure, implement, and support Amazon Connect contact centre solutions.
• Build and maintain Contact Flows, Queues, Routing Profiles, Hours of Operation, Quick Connects, prompts, and agent configurations.
• Support voice, chat, IVR, and omnichannel customer interactions.
• Configure and optimize skills-based and intelligent call routing.
• Support integrations between Amazon Connect and enterprise applications using AWS Lambda, APIs, and cloud-native services.
• Work with Amazon Lex and conversational AI teams to integrate virtual agents, chatbots, and voice bots into customer journeys.
• Support integrations with CRM, customer data, authentication, and backend systems.
• Participate in migration activities from legacy contact centre platforms such as Genesys, Cisco, Avaya, NICE, or Five9 to Amazon Connect.
• Troubleshoot call-flow, routing, integration, latency, and production issues.
• Use CloudWatch and Contact Lens for monitoring, troubleshooting, analytics, and operational improvements.
• Participate in SIT, UAT, production readiness, deployment, and post-production support.
• Work with architecture, security, infrastructure, development, and business teams to translate requirements into CCaaS configurations.
• Maintain technical documentation, configuration standards, operational procedures, and knowledge-transfer materials.
• Identify opportunities to improve automation, self-service, agent experience, and overall contact centre performance.

Company Benefits & Culture

• Hybrid work arrangement with 2-3 days per week onsite at the office.
• Opportunity to work on large-scale transformation programs in a dynamic and supportive environment.

For immediate consideration please click APPLY to begin the screening process with Alex.