AWS Architect - Telephony and Bedrock

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Job Title: AWS Connect Solutions Architect - CTI & AI

We are looking for a hands-on AWS Connect Solutions Architect with deep expertise in designing and executing Amazon Connect telephony and CTI solutions, strong knowledge of the AWS ecosystem, and the ability to leverage AWS Bedrock-based AI capabilities wherever applicable. The role requires a mix of architecture ownership and direct implementation of contact center workflows, integrations, and automation.

Key Responsibilities

• Architect and build end-to-end Amazon Connect contact flows, routing logic, queues, and agent experiences
• Implement CTI integrations with Salesforce including screen pop, click-to-call, call logging, and case automation
• Develop AWS-native services using Lambda, DynamoDB, Kinesis, EventBridge, and API Gateway to support telephony workflows
• Design and implement AWS Bedrock/GenAI use cases such as call summarization, agent assist, and intelligent automation
• Ensure secure, scalable, and highly available contact center architecture with monitoring and observability
• Collaborate with business and product teams to translate CX requirements into working solutions
• Own deployments using Terraform/CDK and CI/CD pipelines and provide production support

Required Skills

• 8+ years experience with strong hands-on expertise in Amazon Connect and CTI
• Deep understanding of AWS services and event-driven architectures
• Experience integrating Amazon Connect with Salesforce or similar CRM
• Practical exposure to AWS Bedrock, Lex, or AI-driven contact center use cases
• Strong problem-solving and execution mindset with architect-level design capability

Good to Have

• Experience in fintech or regulated environments
• Knowledge of contact center analytics using CTR/Kinesis
• Exposure to security and compliance requirements for voice platforms

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.