We are seeking a Senior Amazon Connect Solution Architect to lead the architecture, modernization, integration, and technical governance of an enterprise contact-center platform.
Key Responsibilities
- Own end-to-end Amazon Connect architecture across voice, chat, IVR, routing, self-service, agent workflows, analytics, and reporting.
- Design secure integrations with CRM, ITSM, WFM, APIs, data platforms, and AWS services.
- Lead contact-center migration and modernization from legacy telephony/CCaaS platforms to Amazon Connect.
- Architect customer journeys including contact flows, queues, routing profiles, callbacks, and omnichannel experiences.
- Design AI and automation solutions using Amazon Lex, Contact Lens, Amazon Q in Connect, and Amazon Bedrock.
- Establish architecture standards for security, IAM, encryption, monitoring, resiliency, DR, and compliance.
- Provide technical leadership through solution design, implementation, deployment, and production stabilization.
Required Skills
- Strong hands-on architecture experience with Amazon Connect.
- Expertise in contact flows, IVR, queues, routing profiles, telephony, AWS Lambda, Amazon Lex, Contact Lens, IAM, CloudWatch, and API integrations.
- Experience with enterprise contact-center/CCaaS modernization and CRM/ITSM integrations.
- Knowledge of API Gateway, S3, DynamoDB, Kinesis, KMS, Secrets Manager, CI/CD, Terraform or CloudFormation.
- Strong architecture governance and stakeholder-management skills.
- 8–10+ years of overall IT experience with substantial solution architecture and Amazon Connect/cloud contact-center delivery experience.
Preferred
- AWS certifications such as AWS Certified Solutions Architect.
- Experience with conversational AI, omnichannel routing, WFM integration, and legacy contact-center migration.
