Job Description
The CX Architect serves as an
embedded senior technical expert responsible for the design, configuration, integration, and optimization of the
AWS Connect platform and associated CX technologies.
The CX Architect operates as a member of EDD's extended staff, working collaboratively with the Overarching
PM/SPM, Financial Services Manager, NWN internal teams, and EDD stakeholders to ensure all AWS Connect
deployments align with business objectives, architectural standards, cost governance, and EDD's CCOG approval
workflows.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Required Certifications
• AWS Certified Solutions Architect – Associate or Professional
• Certified Customer Experience Professional (CCXP) or accredited equivalent
• ITIL Foundation (preferred)
• Six Sigma or Design Thinking practitioner certification (preferred)
Required Experience
• 7+ years of contact center architecture and engineering experience
• 3+ years of hands-on AWS Connect platform experience
• IVR / HIVR design, call flow scripting, and Conversational IVR (Amazon Lex) integration
• CRM integrations: Salesforce, ServiceNow, or equivalent
• AWS services: Lambda, DynamoDB, S3, Kinesis, CloudWatch, IAM, Connect Wisdom, Contact Lens
• Infrastructure as Code (IaC) using Terraform or CloudFormation with AWS tagging governance
• AWS cost optimization including Reserved Instances and Savings Plans
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.