Gen AI Architect-CCaaS-Amazon Connect || Onsite || Charlotte, North Carolina

We are seeking a highly experienced Gen AI Architect with deep expertise in cloud-based contact center platforms to lead the design and implementation of next-generation customer engagement solutions for a leading banking client.

This role will focus on building intelligent, scalable, and secure CCaaS platforms using Amazon Connect on Amazon Web Services, enhanced with Generative AI capabilities to transform customer experience.

Key Responsibilities
Architecture & Design
Design end-to-end CCaaS architecture using Amazon Connect
Build omnichannel solutions (voice, chat, email, chatbot)
Define scalable, resilient, and high-availability architectures
Generative AI Enablement
Integrate Gen AI / LLM-based solutions for:
Conversational AI (chatbots & voice bots)
Real-time agent assist
Call summarization & sentiment analysis
Leverage AWS AI services (Lex, Bedrock, Transcribe, Comprehend)

Cloud & Integration
Architect solutions using AWS services:
Lambda, API Gateway, S3, DynamoDB, Kinesis
Integrate with core banking systems, CRM, and third-party APIs

Security & Compliance
Ensure solutions meet banking regulatory standards
Implement IAM, encryption, and secure data handling
Align with compliance frameworks (PCI-DSS, GDPR, etc.)

Automation & Optimization
Drive automation to reduce operational cost
Implement analytics & reporting for customer insights
Continuously optimize contact center performance

Required Skills & Qualifications
10+ years in Cloud / Solution Architecture
Strong hands-on experience with Amazon Connect
Expertise in AWS services (Lambda, Lex, Bedrock, Connect)
Experience with Gen AI / LLM / NLP / Conversational AI
Strong understanding of CCaaS / IVR / Contact Center solutions
API integration and microservices architecture

Good to Have
Banking / Financial Services experience
Knowledge of CRM platforms (Salesforce, etc.)
Experience in migration from legacy contact centers
DevOps & CI/CD exposure