Amazon Connect Architect

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)