Solutions Architect - Amazon Connect

We are seeking an experienced Solutions Architect with hands-on expertise in Amazon Connect to design, implement, and scale cloud-native contact center solutions. This role is ideal for someone who has delivered Amazon Connect in real-world environments and enjoys partnering with business and technical stakeholders to take ideas from POC and pilot to production-ready implementations in fast-moving settings., * Architect and implement Amazon Connect contact center solutions end-to-end

• Design and configure contact center capabilities, including:
• Contact flows (IVR, routing, self-service)
• Queues, routing profiles, and agent experiences
• Deliver POCs, pilots, and full-scale deployments with clear documentation and operational readiness
• Integrate Amazon Connect with:
• AWS services (Lambda, S3, DynamoDB, API Gateway)
• CRM platforms (Salesforce, Zendesk, ServiceNow, and custom CRMs)
• Enable omnichannel experiences (voice, chat, tasks)
• Implement analytics and insights using Amazon Connect Contact Lens
• Provide guidance on best practices for scalability, reliability, security, and cost optimization
• Collaborate with AWS partner teams and internal stakeholders to align architecture with business goals, * Work on modern, cloud-native contact center solutions
• High-impact role with ownership and hands-on delivery
• Variety of initiatives across multiple industries
• Opportunity to support AWS Partner and Solutions initiatives
• Backed by a firm with 22 years of delivery credibility

Training/Teaching, Call Centers, Cloud Computing, Voice Response Systems, Documentation, Amazon Simple Storage Service (S3), AWS Lambda, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, ZenDesk, * 5+ years in solutions architecture and/or contact center technologies

• Proven hands-on experience implementing Amazon Connect
• Strong understanding of contact center concepts (IVR, routing, call flows)
• Experience integrating cloud contact centers with backend systems and APIs
• Familiarity with AWS serverless services (Lambda, API Gateway)
• Strong communication, stakeholder engagement, and solution presentation skills
• AWS Certified Solutions Architect - Professional

Preferred Skills (Nice to Have)

• Experience with Amazon Connect Contact Lens
• Knowledge of workforce management (WFM) and quality management tools
• Exposure to AI-driven CX use cases (chatbots, sentiment analysis, automation)
• Background in consulting, startup, or innovation environments

• Competitive salary
• Opportunity for advancement
• Training & development