ETIC, AWS Cloud Engineer - Digital Contact Center Team - Senior Associate

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Advisory - Other

Management Level

Associate

Job Description & Summary

We are seeking to recruit AWS Cloud Engineer to join our team in
Cairo. PwC is looking for passionate AWS Cognitive Customer Experience Engineers to join our Cloud practice. You will help drive innovation, build differentiated solutions, and define new customer experiences for our customers. You’ll work with smart people across our industry specialist organizations, and technology groups to help our customers get the most out of AWS in their cloud journey.


You will be part of a team that reports to the Cloud Service Delivery Director and will be an integral part of the team based in Cairo, as well as those delivering client transformation programs across the PwC Global Network, including the UK, the Netherlands and Germany.

The contact center Solutions Architect will play a critical role in designing, implementing, and optimizing Amazon Connect contact center solutions for our clients. The ideal candidate will possess deep expertise in Amazon Web Services (AWS), a comprehensive understanding of contact center operations, and the ability to translate complex business requirements into effective technical solutions.

Key Responsibilities:

• Solution Design: Design robust, scalable, and secure Amazon Connect solutions, encompassing call flows, IVR, chatbots, and integration with other AWS services and third-party systems.
• Implementation: Lead the deployment of Amazon Connect projects, ensuring solutions are delivered according to client specifications, timelines, and budgets.
• Optimisation: Continuously assess and refine Amazon Connect configurations to enhance performance, efficiency, and customer experience.
• Stakeholder Collaboration: Collaborate closely with business stakeholders, project managers, and development teams to gather requirements and deliver client-specific solutions.
• Technical Leadership: Provide technical guidance and mentorship to junior architects and developers, fostering a culture of continuous learning and development.
• Documentation: Develop and maintain comprehensive documentation for architectural designs, implementation plans, and operational procedures.
• Training: Conduct training sessions for internal teams and clients to ensure effective utilization of Amazon Connect solutions.
• Compliance and Security: Ensure that all solutions adhere to industry standards, regulatory requirements, and PwC’s security policies.

Preferred Skills and Experience:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred).
• Experience:
  • Technical expertise across CCaaS platforms, including Avaya and Genesys, with strong knowledge of voice telephony architecture, integrations, routing, and contact center operations
  • Experience in cloud architecture and AWS services.
  • Hands-on experience with Amazon Connect.
  • Proven track record of designing and deploying contact center solutions.
• Technical Skills:
  • Proficiency in AWS services including Lambda, S3, DynamoDB, IAM, and CloudFormation.
  • Strong knowledge of telephony, VoIP, IVR, and contact center technologies.
  • Experience with programming languages such as Python, JavaScript, or Node.js.
  • Familiarity with CRM systems (e.g., Salesforce, Zendesk) and integration best practices.
• Certifications: AWS Certified Solutions Architect – Associate or Professional; additional certifications in Amazon Connect are a plus.
• Soft Skills:
  • Excellent problem-solving skills and attention to detail.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.

Proven ability to manage multiple projects and priorities in a fast-paced environment.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Apptio, Cloud Administration, Cloud-Based Service Management, Cloud Compliance, Cloud Engineering, Cloud Infrastructure, Cloud Infrastructure Architecture Design, Cloud Infrastructure Optimization, Cloud Migration, Cloud Operations (CloudOps), Cloud Performance Optimization, Cloud Service Delivery, Cloud Strategy, Communication, CrowdStrike, Dynatrace APM, Emotional Regulation, Empathy, FinOps Operating Model, Google Cloud Platform, Inclusion {+ 13 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date