The Amazon Connect Solution Architect is responsible for end‑to‑end design of a cloud‑native contact centre solution built on Amazon Connect, translating business, CX, and operational requirements into a secure, scalable, and resilient AWS‑based CCaaS architecture. The role focuses on solution ownership and design authority, ensuring Amazon Connect is implemented in line with AWS Well‑Architected principles, enterprise governance, and regulatory requirements.
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
Qualifications
* 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.