Amazon Contact Center Expert
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Job Role
Job Title: Contact Center Modernization (AWS)
Location: Merrimack, NH or Westlake, TX
Duration: Full-Time
Job Summary:
As a member of the Contact Center Technology product area, you will partner with business, operations, architecture, and engineering teams to modernize our on‑premises contact center platform and migrate core capabilities to Amazon Web Services (AWS). You will apply strong systems engineering and analysis skills to design secure, resilient, and scalable cloud architectures—while producing clear technical documentation that accelerates delivery and operational readiness.
Job Description
- Lead systems analysis for the migration of contact center capabilities to AWS (with emphasis on Amazon Connect), covering IVR, ACD/queueing, CTI/softphone, workforce management, reporting/analytics, and integrations.
- Translate business, compliance, and operational needs into clear functional and non‑functional requirements, interface contracts, and acceptance criteria.
- Author high‑quality technical artifacts (business requirements docs, technical specification and design docs, data‑flow diagrams, runbooks/SOPs) and maintain a source‑of‑truth in our knowledge repositories.
- Define and validate integration patterns across voice, messaging, and digital channels using APIs, webhooks, event streams, and CTI frameworks.
- Collaborate with network/telephony teams to plan SIP trunking, SBC routing, carrier cutovers, E911, toll‑free/DID migrations, codec and QoS requirements.
- Partner with security, risk, and compliance to embed guardrails for data protection (PII/PCI), encryption, key management, logging/retention, and auditing.
- Establish infrastructure‑as‑code and automation patterns (Terraform/CloudFormation) and support CI/CD pipelines to enable repeatable, auditable releases.
The Expertise and Skills you Bring
- 8+ years in systems analysis/engineering with significant experience in contact center technologies and cloud migrations.
- Hands‑on experience designing or operating AWS contact center solutions—preferably Amazon Connect (routing profiles, contact flows, agent softphone, Contact Lens, Lex bots, Lambda integrations, Kinesis streams).
- Solid understanding of telephony and real‑time communications: SIP/RTP, SBCs (e.g., AudioCodes/Ribbon), carrier services, ANI/DNIS, CNAM, DTMF, QoS, and media considerations.
- Cloud architecture proficiency: VPC design, Direct Connect/VPN, Transit Gateway, security groups/NACLs, IAM least privilege, KMS encryption, Secrets Manager/Parameter Store.
- Integration and data exchange: REST/GraphQL APIs, WebSocket/CTI events, event‑driven patterns (EventBridge, SNS/SQS), streaming (Kinesis/MSK), data stores (DynamoDB, Aurora/RDS, S3).
- Automation & tooling: Infrastructure as Code (Terraform or CloudFormation), CI/CD (CodePipeline/GitHub Actions/Jenkins), scripting (Python/Bash), container fundamentals (ECS/EKS) a plus.
- Observability & reliability: CloudWatch metrics/logs, tracing, health checks, alarms, synthetic testing, error budgets, and incident response practices.
- Security & compliance: familiarity with PCI‑DSS and SOC2 controls, data classification, tokenization and redaction strategies for call recordings/transcripts, and privacy by design..
The base compensation range for this role in the posted location is: : $61087 - $104364
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
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Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
New York, NY, US
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City