Amazon Connect Solution Architect
- Vancouver, BC, Canada
$118,000 to $143,000 CAD / year · Full-time
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Job details
- Pay
- $118,000 to $143,000 CAD / year
- Job type
- Full-time
- Apply by
- Experience
- 8–10+ years of overall IT experience with substantial solution architecture and Amazon Connect/cloud contact-center delivery experience.
- Posting language
- English
- Posted
Original job description
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.
More about this job
Responsibilities
Lead end-to-end Amazon Connect architecture, including voice, chat, IVR, routing, self-service, agent workflows, analytics, and integrations with enterprise systems and AWS services. Guide contact-center modernization and delivery, design AI-enabled customer journeys, and establish standards for security, resiliency, compliance, and production readiness.
Requirements
Requires 8–10+ years of IT experience, including substantial solution architecture and hands-on Amazon Connect or cloud contact-center delivery experience. Candidates should have expertise in Amazon Connect, AWS services, contact-center integrations and modernization, and architecture governance; AWS certifications and experience with conversational AI, omnichannel routing, WFM, and legacy migrations are preferred.
Skills
- Amazon Connect Architecture
- Contact Flows
- IVR
- Queues and Routing Profiles
- AWS Lambda
- Amazon Lex
- Contact Lens
- Amazon Q in Connect
- Amazon Bedrock
- IAM and Security
- CloudWatch
- API Integrations
- CRM and ITSM Integrations
- Contact-Center Modernization
- Terraform
- CloudFormation
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Consulting
- Management & Leadership
- Customer Service & Support
Keywords
- Amazon Connect
- AWS
- Contact-Center Architecture
- Contact-Center Modernization
- CCaaS
- Voice
- Chat
- IVR
- Contact Flows
- Queues
- Routing Profiles
- Omnichannel
- AWS Lambda
- Amazon Lex
- Contact Lens
- Amazon Q in Connect
- Amazon Bedrock
- CRM
- ITSM
- API Gateway
- Amazon S3
- DynamoDB
- Kinesis
- AWS KMS
- Secrets Manager
- CloudWatch
- IAM
- CI/CD
- Terraform
- CloudFormation