Amazon Connect Solution Architect

We are seeking a Senior Amazon Connect Solution Architect to lead the architecture, modernization, integration, and technical governance of an enterprise contact-center platform.

Key Responsibilities

• Own end-to-end Amazon Connect architecture across voice, chat, IVR, routing, self-service, agent workflows, analytics, and reporting.
• Design secure integrations with CRM, ITSM, WFM, APIs, data platforms, and AWS services .
• Lead contact-center migration and modernization from legacy telephony/CCaaS platforms to Amazon Connect.
• Architect customer journeys including contact flows, queues, routing profiles, callbacks, and omnichannel experiences.
• Design AI and automation solutions using Amazon Lex, Contact Lens, Amazon Q in Connect, and Amazon Bedrock .
• Establish architecture standards for security, IAM, encryption, monitoring, resiliency, DR, and compliance.
• Provide technical leadership through solution design, implementation, deployment, and production stabilization.

Required Skills

• Strong hands-on architecture experience with Amazon Connect .
• Expertise in contact flows, IVR, queues, routing profiles, telephony, AWS Lambda, Amazon Lex, Contact Lens, IAM, CloudWatch, and API integrations .
• Experience with enterprise contact-center/CCaaS modernization and CRM/ITSM integrations.
• Knowledge of API Gateway, S3, DynamoDB, Kinesis, KMS, Secrets Manager, CI/CD, Terraform or CloudFormation .
• Strong architecture governance and stakeholder-management skills.
• 8–10+ years of overall IT experience with substantial solution architecture and Amazon Connect/cloud contact-center delivery experience.

Preferred

• AWS certifications such as AWS Certified Solutions Architect .
• Experience with conversational AI, omnichannel routing, WFM integration, and legacy contact-center migration.