What are the responsibilities and job description for the Sr. Contact Center Technology Architect position at Lusso Tech LLC?
Job Details
ob Opportunity :: Sr. Contact Center Technology Architect :
Atlanta, GA hybrid
Please share only Local candidates. No Relocations
Job Overview:
We are seeking a senior-level resource with deep expertise in contact center technologies, focused on driving productivity, innovation, and seamless business outcomes. The ideal candidate will have a strong technical and architectural background in AWS Connect, AI-driven automation, IVR systems, and omnichannel customer journey orchestration within the airline or travel industry.
Candidates need to have:
Architect seamless transitions between IVR and live agents, ensuring customer context is preserved and efficiently surfaced to specialists.
Solve integration challenges where information transferred to the agent does not extend across multiple applications, minimizing inefficiencies in call handling time.
Implement deep linking solutions to enable smooth data flow between voice interactions and various specialist applications.
Leverage AWS Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.
Optimize agent experiences by reducing repetitive questioning and enhancing the customer handoff process.
Drive innovation in contact center automation, ensuring a smooth and intuitive transition between self-service and live assistance.
Enhance omnichannel orchestration, ensuring a consistent and unified customer experience across voice, chat, and other digital touchpoints.
Job Responsibilities:
Expertise in AWS Connect for voice-based interactions and Q in Connect for AI-driven automation.
Strong experience with IVR system design and integration with agent desktop solutions.
Proven track record in contact center automation and customer journey orchestration within the airline or travel industry.
Knowledge of API integration, real-time data synchronization, and customer context preservation across multiple platforms.
Ability to drive technical strategy and innovation, collaborating with business and IT teams to improve customer experience
Please reach me at or call
