CCM Architect

Job Role – CCM Architect

Location – Spokane, WA (Preference is Willing to relocate to Spokane, WA / Okay with remote candidate too)

Contract

Bill Rate - $75/hr

Client - Avista

Must have Skills : Contact Center Management, Technical leadership (Expert), Amazon Connect, Workforce Management

Good To Have Skills : AWS Lambda,

Job Description :

· Strong hands-on experience with Amazon Connect architecture, configuration, Contact Flows, routing, queues, agent management, and integrations.

· Strong experience with AWS services supporting Amazon Connect, particularly Lambda, API Gateway, CloudWatch, S3, DynamoDB, and EventBridge.

· Strong understanding of Contact Center operations, processes, workflows, KPIs, and CCaaS technologies.

· Experience with Workforce Management (WFM), scheduling, and forecasting solutions, including evaluation, implementation, and integration.

· Experience designing and implementing Contact Center reporting, dashboards, KPIs, analytics, and operational reporting solutions.

· Understanding of Contact Center Quality Management/QA, including call recording, quality monitoring, evaluations, scorecards, and agent performance processes.

· Ability to evaluate existing Contact Center capabilities and new Amazon Connect/AWS functionality to identify opportunities for replacement, consolidation, and modernization. Experience in solution architecture, requirements analysis, API/enterprise integration, and designing target-state Contact Center solutions.

· Experience providing technical leadership, design guidance, code/solution reviews, deployment support, troubleshooting, root-cause analysis, and production issue resolution.

· Experience with Contact Center migration, transformation, and modernization, including replacing legacy Contact Center capabilities with Amazon Connect or other CCaaS solutions and guiding engineering teams through implementation