Amazon connect Contact center Solution Architect

Job Title: Amazon Connect Architect

Location: Remote

Job Type: Full-time

Experience Level: Contact center Amazon connect Architect

Department: Contact Center Solutions

Job Summary:

We are seeking an experienced Amazon Connect Architect to lead the design, development, and implementation of cloud-based contact center solutions. The ideal candidate will have deep expertise in Amazon Connect, Contact Flow scripting, Amazon Lex bots, and overall contact center architecture. You will work closely with cross-functional teams to transform customer engagement strategies using scalable and secure AWS services.

Key Responsibilities:

1. Amazon Connect Architecture & Design

• Design and implement end-to-end Amazon Connect solutions, ensuring scalability, reliability, and performance.
• Architect omnichannel contact center environments including voice, chat, tasks, and third-party integrations.
• Develop and optimize Contact Flows, Routing Profiles, Queues, and Hours of Operation.

2. Contact Flow Development

• Design and script dynamic, reusable, and modular Amazon Connect Contact Flows using best practices.
• Implement custom logic with AWS Lambda functions and integrate with backend systems.
• Ensure proper use of SSML, contact attributes, flow chaining, and dynamic message playback.

3. Amazon Lex and Conversational AI

• Design, develop, and maintain Amazon Lex bots for self-service and intelligent IVR solutions.
• Define intents, slots, utterances, and Lambda validation logic.
• Integrate Lex bots with Amazon Connect for natural language interactions and escalation handling.

4. Integration & AWS Services

• Integrate Amazon Connect with external CRMs, case management systems, and data platforms via AWS Lambda, API Gateway, and Step Functions.
• Utilize AWS services such as DynamoDB, S3, CloudWatch, Kinesis, and Polly to enhance contact center capabilities.
• Implement real-time and historical reporting solutions.

5. Security, Compliance & Monitoring

• Ensure architecture complies with enterprise security, data privacy, and regulatory requirements (e.g., PCI, HIPAA, GDPR).
• Implement monitoring, logging, and alerting using CloudWatch and AWS Config.
• Optimize IAM roles and policies for least privilege and secure service interactions.

6. Collaboration & Leadership

• Work with stakeholders (business, product, operations, and support teams) to gather requirements and deliver solutions.
• Lead technical workshops, proof-of-concept development, and project delivery.
• Provide mentorship to junior developers and engineers.

Required Skills & Qualifications:

• 5+ years of experience in Cloud Contact Center architecture, with 3+ years hands-on in Amazon Connect.
• Proven experience with Contact Flow development, Amazon Lex bots, and Lambda-based integrations.
• Strong understanding of AWS core services (IAM, Lambda, API Gateway, DynamoDB, S3, etc.).
• Experience with CI/CD, Infrastructure as Code (CloudFormation, CDK, or Terraform).
• Proficiency in or Python for AWS Lambda development.
• Familiarity with CRM integration (Salesforce, ServiceNow, Zendesk, etc.).
• Solid understanding of telephony concepts, call routing, SIP, and VoIP fundamentals.
• Excellent communication skills and experience working with cross-functional teams.

Preferred Qualifications:

• AWS Certified Solutions Architect Associate or Professional.
• AWS Certified Machine Learning – Specialty (a plus for Lex/NLU experience).
• Experience with Amazon Connect Cases, Wisdom, Tasks, or Customer Profiles.
• Knowledge of call analytics, speech-to-text, real-time sentiment analysis (Amazon Transcribe, Comprehend, etc.).
• Experience with global rollouts and multi-region architectures.

Work Environment & Benefits:

• [Remote/Hybrid/On-site options]
• Opportunity to work with leading-edge AWS technologies
• Competitive salary and benefits package
• Inclusive, innovative, and agile work culture