{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “AWS Connect (CCaaS) Solution Architect”, “description”: “
The Amazon Connect Solution Architect is responsible for end-to-end design of a cloud-native contact centre solution built on Amazon Connect, translating business, CX, and operational requirements into a secure, scalable, and resilient AWS-based CCaaS architecture. The role focuses on solution ownership and design authority, ensuring Amazon Connect is implemented in line with AWS Well-Architected principles, enterprise governance, and regulatory requirements.
Responsibilities
- Own the overall solution architecture for the Amazon Connect platform, including Voice routing and contact flows, IVR design and call lifecycle, Agent experience and operational model
- Define logical, physical, and integration architectures aligned to AWS best practices
- Design and govern Amazon Connect instances and environments Contact flows, queues, routing profiles, High-availability and multi-region design considerations
- Ensure scalability, performance, and service resilience are embedded into the solution design
- Define integration patterns using AWS Lambda, APIs and event-driven mechanisms, data persistence and downstream system integrations
- Ensure real-time and post-call data capture, enrichment, and analytics using Amazon Connect analytics and intelligence features, including Contact Lens for transcription, sentiment, and quality insights, Call recording, monitoring, and reporting
- Ensure analytics solutions meet operational, compliance, and CX reporting needs
- Define the security architecture for Amazon Connect, including AWS IAM roles and least-privilege access
Qualifications
- Good understanding of contact center technology landscape.
- An understanding of AWS Cloud platform and services with Solution architect skills.
- Deep expertise on AWS contact center relevant services.
- Sound experience in developing Amazon Connect flows, AWS Lambda and Lex bots
- Deep functional and technical understanding of APIs and related integration experience
- Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
- Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
- Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
- Excellent communications skills
- Ability to develop requirements based on leadership input
- Ability to work effectively in a remote, virtual, global environment.
Company: Gazelle Global
Location: Glasgow
Job Description:
The Amazon Connect Solution Architect is responsible for end-to-end design of a cloud-native contact centre solution built on Amazon Connect, translating business, CX, and operational requirements into a secure, scalable, and resilient AWS-based CCaaS architecture. The role focuses on solution ownership and design authority, ensuring Amazon Connect is implemented in line with AWS Well-Architected principles, enterprise governance, and regulatory requirements.
Responsibilities
- Own the overall solution architecture for the Amazon Connect platform, including Voice routing and contact flows, IVR design and call lifecycle, Agent experience and operational model
- Define logical, physical, and integration architectures aligned to AWS best practices
- Design and govern Amazon Connect instances and environments Contact flows, queues, routing profiles, High-availability and multi-region design considerations
- Ensure scalability, performance, and service resilience are embedded into the solution design
- Define integration patterns using AWS Lambda, APIs and event-driven mechanisms, data persistence and downstream system integrations
- Ensure real-time and post-call data capture, enrichment, and analytics using Amazon Connect analytics and intelligence features, including Contact Lens for transcription, sentiment, and quality insights, Call recording, monitoring, and reporting
- Ensure analytics solutions meet operational, compliance, and CX reporting needs
- Define the security architecture for Amazon Connect, including AWS IAM roles and least-privilege access
Qualifications
- Good understanding of contact center technology landscape.
- An understanding of AWS Cloud platform and services with Solution architect skills.
- Deep expertise on AWS contact center relevant services.
- Sound experience in developing Amazon Connect flows, AWS Lambda and Lex bots
- Deep functional and technical understanding of APIs and related integration experience
- Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
- Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
- Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
- Excellent communications skills
- Ability to develop requirements based on leadership input
- Ability to work effectively in a remote, virtual, global environment.
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Posted: May 17th, 2026