Amazon Connect Bisness Architect

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a valuesdriven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

We are looking for a Business Architect who can collaborate with business and IT teams to design and deliver scalable contact center solutions. The role involves understanding business requirements and translating them into effective technical architectures across voice and digital communication channels. The ideal candidate should have experience with platforms such as Amazon Connect and Genesys and possess strong knowledge of IVR, chat, SMS, email, self-service, personalization, and agent desktop solutions. The candidate will play a key role in contact center transformation initiatives, architecture planning, and improving overall customer experience.

Responsibilities

• Lead and participate in planning, analysis, and design activities related to enterprise architecture implementation
• Define and communicate contact center architecture vision across infrastructure, applications, personalization, and agent desktop capabilities including endpoints (phones)
• Engage in business analysis and design for contact routing, personalization, and self-service capabilities
• Analyze and define business and agent desktop requirements to build a unified enterprise framework
• Translate enterprise and business requirements into long-term technical architecture and data lake solutions
• Collaborate with stakeholders across business and technical teams to support scalable contact center transformation initiatives

• 4–5 years of experience in voice and data telecommunications with strong exposure to contact center technologies and customer communication solutions.
• Hands-on experience with Amazon Connect including contact flow setup, routing, integrations, reporting, and omnichannel support solutions.
• Experience in understanding business requirements and converting them into technical solutions for contact center migration and transformation projects.
• Good knowledge of customer communication channels such as IVR, voice, chat, SMS, email, and digital support platforms.
• Experience working with chatbots, voice bots, co-browse solutions, and workflow automation to improve customer experience and operational efficiency.
• Strong stakeholder management, requirement gathering, communication, and problem-solving skills with the ability to work closely with business and technical teams.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

All your information will be kept confidential according to EEO guidelines.