Amazon Connect Solution Architect

Position: Amazon Connect Solution Architect

Location: Rhode Island / Boston, MA Onsite

Type of Employment: 12+ Months Contract

Role Description:

We are seeking an experienced Amazon Connect Solution Architect to lead the design| architecture| and implementation of cloud-based contact center solutions using Amazon Connect and AWS services. The ideal candidate will define solution architecture| integration strategies| migration roadmaps| and best practices for delivering scalable| secure| and customer-centric contact center platforms.

Key Responsibilities

• Architect and design enterprise-grade Amazon Connect solutions for voice| chat| IVR| and omnichannel customer engagement.
• Define contact center modernization and cloud migration strategies.
• Design integrations with CRM| customer data platforms| workforce management| and enterprise applications.
• Develop architecture for conversational AI| virtual assistants| voice bots| and self-service solutions.
• Establish security| compliance| resiliency| and operational standards for contact center platforms.
• Provide technical leadership| solution governance| and architecture oversight throughout project delivery.
• Collaborate with business stakeholders| product owners| development teams| and vendors to align solutions with business objectives.

Required Skills

• Deep expertise in Amazon Connect Architecture and Solution Design.
• Strong knowledge of AWS services including Lambda| API Gateway| DynamoDB| S3| CloudWatch| EventBridge| and IAM.
• Experience with IVR design| intelligent routing| CTI integrations| and omnichannel contact center solutions.
• Knowledge of REST APIs| microservices| event-driven architectures| and cloud-native application design.
• Experience integrating Amazon Connect with CRM platforms such as Salesforce| ServiceNow| or similar systems.

Strong understanding of security| authentication| compliance| and enterprise architecture principles.

Preferred Qualifications

• Experience with Amazon Lex| AWS Bedrock| Conversational AI| Voice Bots| and Contact Center Analytics.
• Banking| Financial Services| or large-scale customer service transformation experience.
• AWS Solutions Architect and/or Amazon Connect certifications preferred.
• Experience leading cloud migration and modernization initiatives.

Experience

• 10+ years of solution architecture or enterprise application experience.
• 5+ years of contact center architecture experience.
• 3+ years of hands-on Amazon Connect solution design and implementation experience.

Key Competencies

• Contact Center Transformation
• Cloud Solution Architecture
• Enterprise Integration Design
• Technical Leadership & Governance
• Stakeholder Management & Consulting