CCaaS Architect - Amazon Connect

We are seeking an experienced CCaaS Architect to lead the design and implementation of enterprise-scale Amazon Connect solutions. The ideal candidate will bring 12–20 years of overall IT experience, with deep expertise in contact center modernization, AWS architecture and large-scale CCaaS migrations.

Responsibilities

• Lead the end-to-end architecture, design and implementation of enterprise CCaaS solutions using Amazon Connect and supporting AWS services
• Define and execute contact center modernization and migration strategies from legacy platforms to Amazon Connect
• Architect scalable IVR, contact flows, intelligent routing, conversational AI and omnichannel customer engagement solutions
• Design secure and resilient AWS infrastructure, networking, integrations and disaster recovery solutions, ensuring performance, compliance and business continuity
• Lead integration architecture involving Lambda, API Gateway, Lex, CRM systems, enterprise applications and event-driven services
• Drive architecture reviews, performance optimization, troubleshooting and technical governance while guiding engineering teams through implementation and production deployment
• Collaborate with customers and stakeholders on solution workshops, technical estimations, architecture proposals and RFP/RFI responses

Requirements

• 12–20 years of overall IT experience, with strong experience in designing and implementing enterprise-scale Amazon Connect / CCaaS solutions, including contact flows, IVR, routing profiles, queues, Contact Lens and call recording
• Proven experience in contact center migrations from legacy platforms such as Avaya, Cisco or Genesys to Amazon Connect, including migration planning and execution
• Expertise in AWS architecture and core services, including Lambda, API Gateway and IAM
• Knowledge of VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch and EventBridge
• Strong experience in end-to-end solution architecture, covering networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover strategies
• Hands-on experience with Amazon Lex, Lambda and Amazon Polly, along with Transcribe and Kinesis
• Understanding of enterprise integration architecture, including CRM platforms, hybrid connectivity, cross-account security, performance optimization and troubleshooting
• Proven ability to create HLD/LLD, architecture diagrams and technical solutions, with strong customer-facing consulting and stakeholder management experience

Nice to have

• Hands-on experience with Amazon Bedrock, Generative AI and Agentic AI for intelligent contact center solutions
• Experience implementing Agent Assist, RAG-based knowledge retrieval, conversation summarization and AI-powered self-service
• AWS Certified Solutions Architect – Professional or relevant Amazon Connect certification