Amazon Connect Architect

We are seeking a highly skilled Amazon Connect Architect to design, implement, and optimize cloud-based Contact Center as a Service (CCaaS) solutions on AWS. The ideal candidate will have deep expertise in Amazon Connect and its integration with AWS services, third-party systems, and enterprise applications. The architect will partner with business stakeholders, solution teams, and developers to create scalable, secure, and resilient contact center solutions tailored to customer experience (CX) needs.

• Solution Architecture

  • Design and architect end-to-end Amazon Connect solutions including call flows, IVR, chat, and omnichannel integrations.

  • Define and implement contact center strategy, architecture standards, and best practices.

  • Provide high-level and low-level design documentation for Amazon Connect implementations.

• Implementation & Integration

  • Configure Amazon Connect features: contact flows, routing profiles, queues, prompts, and reporting.

  • Integrate Amazon Connect with AWS ecosystem services such as Lambda, Lex, Polly, S3, DynamoDB, Kinesis, CloudWatch, SNS, SQS, and API Gateway.

  • Integrate Amazon Connect with third-party CRMs (Salesforce, Dynamics, ServiceNow), workforce management tools, and analytics platforms.

  • Enable voice, chat, and chatbot (Conversational AI) interactions leveraging Amazon Lex and AI/ML services.

• Cloud & Security

  • Define and implement IAM roles, policies, and security controls to ensure compliance with enterprise security requirements.

  • Ensure solutions meet availability, scalability, performance, and disaster recovery standards.

• Stakeholder Collaboration

  • Partner with business teams to gather requirements and translate them into scalable Amazon Connect solutions.

  • Work closely with developers, DevOps engineers, and QA teams to support delivery.

  • Serve as a trusted advisor for contact center technology roadmaps and future enhancements.

• Operations & Optimization

  • Provide technical leadership during migrations from legacy contact center platforms to Amazon Connect.

  • Define monitoring, logging, and reporting strategies leveraging CloudWatch, QuickSight, and custom dashboards.

  • Continuously optimize call flows, self-service features, and agent experiences to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and operational efficiency.

• 10+ years of IT experience, with at least 5 years in Contact Center technologies.

• 3+ years of hands-on experience with Amazon Connect solution architecture and implementation.

• Expertise in AWS services (Lambda, Lex, Polly, S3, DynamoDB, Kinesis, CloudFormation/Terraform, CloudWatch).

• Experience with IVR design, CTI integrations, telephony/SIP protocols, and routing strategies.

• Strong knowledge of CRM integration (Salesforce, ServiceNow, Dynamics) with Amazon Connect.

• Solid understanding of cloud security, IAM policies, networking (VPC, VPN, Direct Connect).

• Strong skills in scripting and automation (Python, Node.js, or AWS CLI).

• AWS Solutions Architect Associate/Professional or AWS Advanced Networking / Security Specialty certification preferred.

• Experience with Genesys, Cisco UCCE, Avaya, or Five9 migrations to Amazon Connect.

• Exposure to Conversational AI/Chatbots using Lex, Google Dialogflow, or Azure Bot Services.

• Familiarity with workforce management (WFM) and quality management (QM) tools.

• Experience designing real-time analytics dashboards using AWS Kinesis + QuickSight or third-party BI tools.

• Excellent communication and stakeholder management skills.

• Ability to translate business requirements into technical solutions.

• Strong problem-solving, troubleshooting, and decision-making skills.

• Leadership ability to guide teams through complex cloud transformation projects.