Solutions Architect - Amazon Connect

Job Title: Solutions Architect Amazon Connect
Focus: Cloud Contact Centers | Amazon Connect Implementations
Location: Remote (US-based preferred)
Employment Type: Full-time / Contract / Consulting (flexible)

About the Role

We are looking for an experienced Solutions Architect with hands-on expertise in Amazon Connect to design, implement, and scale cloud-native contact center solutions for innovative customers.

This role is ideal for someone who has implemented Amazon Connect in real-world environments, enjoys working closely with business and technical stakeholders, and is comfortable delivering POCs, pilots, and production-ready solutions in fast-moving settings.

About Us

AES is a 22-year-old niche boutique consulting firm with a strong track record supporting large enterprise customers. Building on that foundation, AES has launched a dedicated innovation and startup-focused business unit delivering rapid solutions, POCs, and modern cloud architectures for high-growth organizations.

This role offers the opportunity to work on modern customer experience platforms while leveraging the stability and credibility of an established consulting firm.

Key Responsibilities

• Architect and implement Amazon Connect based contact center solutions
• Design and configure:
  • Contact flows (IVR, routing, self-service)
  • Queues, routing profiles, and agent experiences
• Deliver POCs, pilots, and full-scale deployments
• Integrate Amazon Connect with:
  • AWS services (Lambda, S3, DynamoDB, API Gateway)
  • CRM platforms (Salesforce, Zendesk, ServiceNow, custom CRMs)
• Enable omnichannel capabilities (voice, chat, tasks)
• Implement analytics and insights using Amazon Connect Contact Lens
• Advise customers on best practices, scalability, security, and cost optimization
• Collaborate with AWS partner teams, customers, and internal stakeholders

Required Qualifications

• 5+ years of experience in solutions architecture or contact center technologies
• Prior hands-on experience implementing Amazon Connect
• Strong understanding of contact center concepts (IVR, routing, call flows)
• Experience integrating cloud contact centers with backend systems
• Familiarity with AWS serverless services (Lambda, API Gateway)
• Excellent communication and stakeholder engagement skills

Preferred / Nice-to-Have Skills

• AWS Certifications (Solutions Architect preferred)
• Experience with Amazon Connect Contact Lens
• Knowledge of workforce management (WFM) and quality management tools
• Exposure to AI-driven CX use cases (chatbots, sentiment analysis, automation)
• Experience working in consulting, startup, or innovation environments

Why Join Us

• Work on modern, cloud-native contact center solutions
• High-impact, hands-on role with ownership
• Exposure to multiple clients and industries
• Opportunity to support AWS Partner and Solutions initiatives
• Backed by a firm with 22 years of delivery credibility

Who Should Apply

This role is ideal for:

• Amazon Connect architects and consultants
• Contact center professionals transitioning to cloud-native platforms
• Solutions architects who enjoy POCs, innovation, and fast execution
• Professionals looking for variety without startup risk