Job Description Amazon Connect Architect

Role Overview

We are seeking an experienced Amazon Connect Architect to design, implement, and optimize enterprise cloud contact center solutions using Amazon Connect and the broader AWS ecosystem. The ideal candidate will have strong expertise in contact center transformation, IVR design, omnichannel customer experience, system integrations, and cloud architecture.

Key Responsibilities

• Design and architect scalable Amazon Connect solutions for enterprise contact center environments.
• Lead end-to-end implementation of Amazon Connect including voice, chat, task management, routing profiles, queues, and contact flows.
• Develop and optimize IVR workflows, call routing logic, self-service automation, and omnichannel customer journeys.
• Integrate Amazon Connect with CRM, ticketing, workforce management, and backend enterprise systems.
• Implement AWS services such as Lambda, Lex, CloudWatch, DynamoDB, API Gateway, S3, Kinesis, and SNS/SQS to support solution architecture.
• Define security, compliance, monitoring, and high-availability architecture for contact center solutions.
• Collaborate with business stakeholders, product owners, and engineering teams to gather requirements and translate them into technical solutions.
• Support migration from legacy contact center platforms (Genesys, Avaya, Cisco, Five9, NICE, etc.) to Amazon Connect.
• Provide technical leadership, best practices, architecture governance, and solution reviews.

Required Skills & Experience

• 8+ years of experience in Contact Center / CCaaS architecture and implementation.
• 3+ years of hands-on experience with Amazon Connect architecture and deployment.
• Strong experience with AWS cloud services and serverless architecture.
• Expertise in IVR design, CTI integrations, call flows, routing strategies, and omnichannel solutions.
• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, Zendesk, or Microsoft Dynamics.
• Hands-on experience with APIs, Lambda, Python/Node.js, and cloud integrations.
• Strong understanding of security, IAM, encryption, logging, and monitoring.

Preferred Qualifications

• AWS Certified Solutions Architect and/or Amazon Connect certifications preferred.
• Experience with AI/ML services such as Amazon Lex, Contact Lens, Transcribe, and Generative AI integrations.
• Experience in customer service transformation and digital contact center modernization.