Senior Amazon Connect Solution Architect

Senior Amazon Connect Solution Architect

Position Summary

The Senior Amazon Connect Solution Architect will be responsible for leading the end-to-end design, implementation, integration, and optimization of Amazon Connect-based contact centre solutions. The role will work closely with business stakeholders, operations teams, technology partners, and client representatives to design scalable omnichannel customer experience solutions leveraging Amazon Connect and the broader AWS ecosystem.

Key Responsibilities

* Lead the architecture, deployment, and configuration of Amazon Connect environments.
* Design end-to-end customer interaction journeys across voice, email, chat, messaging, and digital channels.
* Define IVR architecture, call routing strategies, queue management, workforce integration, and reporting frameworks.
* Lead integration of Amazon Connect with CRM, ticketing, workforce management, and enterprise applications through APIs and middleware.
* Configure and optimize AWS services supporting Amazon Connect, including:
    * AWS Lambda
    * Amazon Lex
    * Amazon S3
    * Amazon DynamoDB
    * Amazon Kinesis
    * Amazon CloudWatch
    * Amazon SNS/SQS
* Design omnichannel customer engagement workflows and agent desktop experiences.
* Provide technical governance, security, compliance, and best-practice guidance throughout implementation.
* Conduct solution workshops, requirement gathering sessions, and architecture reviews with clients.
* Support user acceptance testing, go-live activities, and post-implementation optimization.
* Mentor junior implementation engineers and developers.

Preferred Experience

* 7+ years of Contact Centre Technology experience.
* 3+ years of hands-on Amazon Connect implementation experience.
* Experience delivering enterprise-scale contact centre transformation projects.
* Strong knowledge of IVR design, ACD routing, omnichannel engagement, and customer journey orchestration.
* Experience integrating CRM platforms such as Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, or proprietary CRM systems.
* Familiarity with Genesys, NICE CXone, Cisco, Avaya, or other contact centre platforms is advantageous.
* AWS Solution Architect Associate or Professional certification preferred.

Key Skills

* Amazon Connect Architecture
* AWS Cloud Services
* Omnichannel Contact Centre Design
* API Integration
* Conversational AI & Amazon Lex
* Contact Centre Operations
* Solution Consulting
* Stakeholder Management
* Technical Leadership