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