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
- AWS Certified Solutions Architect - Professional
Preferred / Nice-to-Have Skills
- 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
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