[Urgent] Amazon Connect Architect

Job Description

Job Title: Amazon Connect ArchitectDepartment: Cloud Engineering / Contact Center Solutions / ITReports To: Head of Cloud Architecture / Director of CX TechnologyLocation: RemoteJob Type: Full-Time Job Summary:

As an Amazon Connect Architect, you will be responsible for designing, implementing, and optimizing scalable, secure, and high-performing cloud-based contact center solutions using Amazon Connect. You will lead the technical design of intelligent customer service platforms by integrating AWS services, third-party tools, and enterprise systems, with a strong focus on improving customer experience (CX), operational efficiency, and cost-effectiveness.

You'll work closely with cross-functional teamsincluding business stakeholders, contact center operations, DevOps, and software developersto ensure the delivery of best-in-class voice and omnichannel customer engagement platforms.

Key Responsibilities:1. Solution Architecture & Design

- Design end-to-end Amazon Connect contact center architectures tailored to client or enterprise requirements.
- Develop call flows, IVR scripts, routing logic, and queue configurations using Amazon Connect Contact Flows.
- Architect integrations with CRM systems (e.g., Salesforce, Zendesk), WFM systems, chatbots, analytics platforms, and data lakes.
- Recommend and design solutions involving omnichannel capabilitiesvoice, chat, SMS, email, and tasks.
- Translate business requirements into scalable, cost-optimized AWS architectures using services such as Lambda, Lex, DynamoDB, S3, API Gateway, Kinesis, and more.

2. Implementation & Configuration

- Configure and deploy Amazon Connect instances, contact flows, queues, routing profiles, and hours of operation.
- Set up custom contact control panels (CCP), screen pops, agent routing logic, and customer profiles.
- Integrate Amazon Lex or third-party NLP/AI solutions for self-service voice/chatbots.
- Automate workflows using AWS Lambda, Step Functions, EventBridge, and Connect APIs.

3. Integration & API Management

- Develop and manage integrations with backend systems using REST APIs, AWS SDKs, and middleware platforms.
- Support CTI (Computer Telephony Integration) and custom agent experience through Amazon Connect Streams API.
- Enable real-time and historical reporting by integrating with Amazon QuickSight, Redshift, or external BI tools.

4. Security & Compliance

- Ensure platform compliance with security best practices, including IAM roles/policies, encryption, and call recordings.
- Work with InfoSec teams to ensure compliance with PCI-DSS, HIPAA, GDPR, or other applicable standards.
- Implement data privacy and PII masking strategies where needed.

5. Monitoring, Reporting, and Optimization

- Set up monitoring, alerts, and dashboards using CloudWatch, CloudTrail, X-Ray, and third-party tools.
- Support historical and real-time reporting capabilities.
- Conduct performance tuning, capacity planning, and cost optimization of the Connect platform.
- Continuously analyze and improve customer journeys, IVR flows, and agent performance.

6. Team Collaboration & Leadership

- Work with business stakeholders, call center managers, and UX teams to define requirements and test solutions.
- Lead technical workshops and proof-of-concepts (POCs).
- Guide and mentor junior engineers and developers on Amazon Connect best practices.
- Collaborate in Agile/Scrum teams with DevOps, QA, and PMs.

Required Skills & Qualifications:Technical Skills:

- Deep expertise in Amazon Connect implementation and configuration.
- Strong experience with AWS services: Lambda, Lex, DynamoDB, S3, Kinesis, Step Functions, CloudWatch, IAM.
- Proficient in JavaScript/Python/Node.js for Lambda functions and API integrations.
- Experience with CRM systems (Salesforce, Zendesk, Dynamics) and contact center platforms.
- Familiarity with telephony concepts (SIP, PSTN, DID, IVR, call routing).
- Working knowledge of Connect APIs, Streams API, and Amazon Connect Wisdom or Tasks.

Business & Analytical Skills:

- Understanding of contact center metrics (AHT, FCR, CSAT, SLA).
- Ability to translate business requirements into technical designs and system configurations.
- Experience delivering CX and operational excellence through technology.

Soft Skills:

- Strong written and verbal communication skills.
- Excellent stakeholder management and cross-functional collaboration.
- Ability to work independently and lead initiatives with minimal oversight.
- Strong troubleshooting and problem-solving skills under pressure.

Preferred Qualifications:

- AWS Certified Solutions Architect Associate or Professional.
- AWS Certified Machine Learning Specialty (for Lex/NLP work).
- Amazon Connect accreditation (or relevant experience with Amazon Connect projects).
- Experience with enterprise deployments of contact centers (100+ agents).
- Experience with CI/CD, infrastructure as code (CloudFormation, Terraform), and DevOps principles.

Tools & Technologies You Might Use:

- AWS: Amazon Connect, Lambda, Lex, DynamoDB, S3, CloudWatch, API Gateway, Kinesis, Step Functions, SNS, SQS, Cognito
- Languages: JavaScript, Node.js, Python, JSON
- Monitoring & Reporting: CloudWatch, QuickSight, New Relic, DataDog
- CRMs: Salesforce, Zendesk, HubSpot
- Security: IAM, KMS, Shield, GuardDuty

Benefits (Optional Section):

- Competitive compensation with performance bonuses
- Remote-friendly work environment
- Certification & training budget
- Health, dental, vision insurance
- Opportunity to lead next-gen cloud CX transformations

Career Path:

This role can grow into:

- Principal Amazon Connect Architect
- Contact Center Transformation Leader
- AWS Practice Lead
- Head of CX Architecture
- CTO / Chief Architect (Customer Experience Platforms)