AWS Connect Architect

Experience: 8 to 15 Years

Location: Pan India

Job description

Position Summary

We are seeking an experienced Amazon Connect Platform Architect to lead the design, architecture, implementation, and optimization of enterprise-scale cloud contact center solutions. The ideal candidate will have deep expertise in Amazon Connect; AWS cloud services, conversational AI, telephony integrations, and contact center transformation programs.

Key Responsibilities

Solution Architecture & Design

• Define end-to-end architecture for Amazon Connect-based contact center platforms.
• Design scalable, secure, highly available, and cost-effective cloud solutions.
• Lead cloud contact center modernization and migration initiatives.
• Establish architecture standards, governance, and best practices.

Amazon Connect Platform Leadership

• Architect and implement Amazon Connect solutions, including contact flows, routing strategies, queues, and agent experiences.
• Design integrations with AWS services, CRM platforms, workforce management systems, and third-party applications.
• Drive adoption of new Amazon Connect capabilities including Amazon Q, Agent Assist, Outbound Campaigns, and AI-powered customer engagement features.

Conversational AI & Automation

• Design conversational experiences using Amazon Lex.
• Implement text-to-speech capabilities using Amazon Polly.
• Build intelligent self-service solutions using AI, NLP, and automation.
• Develop reusable frameworks and integration patterns.

AWS Cloud Architecture

• Design and implement serverless solutions using AWS Lambda, DynamoDB, API Gateway, S3, IAM, CloudWatch, and related services.
• Ensure platform security, compliance, resilience, and operational excellence.
• Drive infrastructure automation using CloudFormation and Infrastructure as Code practices.

Stakeholder & Team Leadership

• Collaborate with business stakeholders to translate requirements into technical solutions.
• Provide technical leadership to development and engineering teams.
• Conduct architecture reviews and mentor solution architects and developers.
• Support pre-sales activities, solution estimation, and technical proposals.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• Minimum 8+ years of hands-on experience in Amazon Connect architecture and implementation.
• Minimum 10+ years of experience working with AWS cloud technologies.
• Strong experience in designing and deploying voice workflows using Amazon Connect.
• Experience integrating Amazon Connect with Amazon Lex, Amazon Polly, Lambda, CRM systems, and external applications.
• Deep understanding of SIP, VoIP, IVR, CTI, and contact center technologies.
• Experience with serverless architectures and microservices.
• Strong understanding of cloud security, governance, and cost optimization.
• Proven experience leading large-scale contact center transformation programs.

Preferred Qualifications

• AWS Solutions Architect Professional certification.
• Amazon Connect Specialty or relevant contact center certifications.
• Experience with Salesforce, ServiceNow, or other CRM platforms.
• Knowledge of workforce management and analytics platforms.
• Experience with GenAI and customer experience transformation initiatives.