The Role
An Amazon Connect Solution Architect designs, builds, and scales intelligent, cloud-based contact center solutions. Their job description (JD) focuses on driving customer impact by modernizing customer service, reducing costs, and integrating cutting-edge technologies like conversational AI
Your responsibilities:
1. Own the overall solution architecture for the Amazon Connect platform, including Voice routing and contact flows, IVR design and call life cycle, Agent experience and operational model
2. Define logical, physical, and integration architectures aligned to AWS best practices
3. Design and govern Amazon Connect instances and environments Contact flows, queues, routing profiles, High-availability and multi-region design considerations
4. Ensure scalability, performance, and service resilience are Embedded into the solution design
5. Define integration patterns using AWS Lambda, APIs and event-driven mechanisms, data persistence and downstream system integrations
6. 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
7. Ensure analytics solutions meet operational, compliance, and CX reporting needs
8. Define the security architec...