We are seeking an experienced Amazon Connect Solution Architect to design and lead enterprise-scale cloud contact center architecture. The ideal candidate will have strong expertise in cloud telephony, Amazon Connect, enterprise integrations, security, scalability, and legacy-to-cloud migration.
Core Expertise
- High-level strategic design of enterprise cloud contact center and telephony ecosystems
- Scalability, high availability, and disaster recovery planning
- Security governance and enterprise architecture
- Amazon Connect and AWS contact center technologies
- Cloud migration and legacy telephony transformation
Key Responsibilities
- Define end-to-end cloud contact center architecture and topology with a focus on high availability, scalability, and disaster recovery.
- Design and oversee integrations between Amazon Connect and enterprise systems, including ERPs, enterprise data lakes, CRM platforms, and AI/ML services such as Amazon Lex.
- Establish architecture standards and ensure compliance with regulatory and security frameworks, including GDPR, HIPAA, and PCI-DSS.
- Lead complex legacy telephony-to-cloud migration strategies, including architecture planning, migration roadmaps, risk mitigation, and execution.
- Develop scalable and resilient solutions for enterprise contact center environments.
- Partner with security, infrastructure, networking, application, data, and business teams to drive enterprise-wide architecture decisions.
- Conduct cost optimization and capacity planning for cloud contact center solutions.
- Evaluate existing telephony environments and recommend modernization opportunities.
- Provide technical leadership across architecture reviews, solution design, implementation planning, and production readiness.
- Document architecture, integration patterns, security controls, migration strategies, and operational standards.
Required Skills
- Strong hands-on experience with Amazon Connect and AWS cloud technologies.
- Proven experience designing enterprise contact center / cloud telephony architectures.
- Strong understanding of IVR, call routing, queues, contact flows, CTI, SIP, telephony integrations, and voice infrastructure.
- Experience integrating contact center platforms with CRM, ERP, data platforms, APIs, and AI/ML services.
- Experience with Amazon Lex or similar conversational AI technologies.
- Strong knowledge of AWS architecture, networking, security, IAM, monitoring, and scalability.
- Experience with high availability, disaster recovery, business continuity, and enterprise resilience.
- Proven experience leading legacy telephony/cloud migration programs.
- Understanding of GDPR, HIPAA, PCI-DSS, and enterprise security/compliance requirements.
- Strong communication, stakeholder management, and enterprise architecture skills.
Preferred Qualifications
- AWS certifications such as AWS Solutions Architect – Professional or equivalent.
- Experience with large-scale enterprise or global contact center environments.
- Experience with cloud cost optimization and FinOps principles.
- Experience working with Fortune 500 / highly regulated organizations.
- Knowledge of AWS services such as Lambda, API Gateway, S3, DynamoDB, Kinesis, CloudWatch, IAM, and EventBridge.
Ideal Candidate
The ideal candidate is a senior-level cloud/contact center architect who can operate at both the strategic and technical levels—defining enterprise architecture, driving migration strategy, addressing security and compliance, and working across multiple technology teams to deliver scalable Amazon Connect solutions.