Amazon Connect -Agentic Voice AI

Client is seeking a Lead Architect with deep expertise in Amazon Connect, Amazon Lex, Agentic Voice AI, Connect AI Agents, and Assisted NLU to lead the design and delivery of enterprise-scale conversational AI and contact center transformation initiatives. The ideal candidate will define architecture strategy, drive AI-powered customer experience modernization, and lead the implementation of intelligent voice and digital engagement solutions. This role requires hands-on experience architecting cloud-native solutions on AWS, integrating AI agents with enterprise systems, enabling autonomous and assisted customer journeys, and providing technical leadership across cross-functional teams. The candidate should possess strong stakeholder management skills and a proven track record delivering scalable, secure, and highly available contact center platforms. Key Requirements

• 10+ years of overall technology experience with 5+ years in Contact Center and Conversational AI architecture
• Hands-on expertise with Amazon Connect, Amazon Lex, Connect AI Agent, and Agent Assist capabilities
• Experience designing and implementing Agentic Voice AI solutions for autonomous customer interactions
• Strong knowledge of Assisted NLU, intent recognition, entity extraction, dialog orchestration, and conversational design
• Experience with Generative AI services including Amazon Bedrock, foundation models, prompt engineering, and RAG architectures
• Expertise in architecting voice, chat, IVR, self-service, and omni channel customer engagement solutions
• Strong AWS experience including Lambda, API Gateway, Step Functions, S3, DynamoDB, CloudWatch, IAM, and networking services
• Experience integrating contact center platforms with CRM, ERP, customer data platforms, and third-party applications
• Proven ability to design scalable, secure, and highly available cloud-native architectures
• Strong understanding of contact center KPIs, customer journey design, routing strategies, and workforce optimization concepts
• Experience defining solution blueprints, technical standards, governance frameworks, and best practices
• Ability to lead architecture reviews, technical workshops, and executive-level discussions
• Experience managing onshore/offshore engineering teams and mentoring solution architects and developers
• Strong communication, presentation, stakeholder management, and client-facing consulting skills
• AWS certifications such as AWS Solutions Architect Professional or AWS Machine Learning Specialty preferred
• Prior experience in financial services, healthcare, insurance, telecom, or large enterprise contact center environments preferred

Preferred Skills

• Amazon Bedrock
• Knowledge Bases and RAG
• Real-time Agent Assist
• Contact Center Analytics and Reporting
• Speech Analytics and Sentiment Analysis
• Multi-Agent Orchestration
• AI Governance and Responsible AI
• CI/CD and DevSecOps on AWS
• Salesforce, ServiceNow, or Dynamics CRM integrations