Description

Role Overview:

We are seeking an experienced Amazon Connect Solution Architect to lead the design, architecture, and implementation of cloud-based contact center solutions using Amazon Connect and AWS services. The ideal candidate will define solution architecture, integration strategies, migration roadmaps, and best practices for delivering scalable, secure, and customer-centric contact center platforms.

Key Responsibilities:

• Architect and design enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel customer engagement.
• Define contact center modernization and cloud migration strategies.
• Design integrations with CRM, customer data platforms, workforce management, and enterprise applications.
• Develop architecture for conversational AI, virtual assistants, voice bots, and self-service solutions.
• Establish security, compliance, resiliency, and operational standards for contact center platforms.
• Provide technical leadership, solution governance, and architecture oversight throughout project delivery.
• Collaborate with business stakeholders, product owners, development teams, and vendors to align solutions with business objectives.

Required Skills:

• Deep expertise in Amazon Connect Architecture and Solution Design.
• Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM.
• Experience with IVR design, intelligent routing, CTI integrations, and omnichannel contact center solutions.
• Knowledge of REST APIs, microservices, event-driven architectures, and cloud-native application design.
• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or similar systems.
• Strong understanding of security, authentication, compliance, and enterprise architecture principles.

Qualifications:

• 10+ years of solution architecture or enterprise application experience.
• 5+ years of contact center architecture experience.
• 3+ years of hands-on Amazon Connect solution design and implementation experience.

Preferred Skills:

• Experience with Amazon Lex, AWS Bedrock, Conversational AI, Voice Bots, and Contact Center Analytics.
• Banking, Financial Services, or large-scale customer service transformation experience.
• AWS Solutions Architect and/or Amazon Connect certifications preferred.
• Experience leading cloud migration and modernization initiatives

Key Skills

Education

Any Graduate