AWS Connect (CCaaS) solution architect

Your 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

Your Profile

Essential skills/knowledge/experience:

• 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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