Amazon Connect – Architect

Key Responsibilities

Solution Architecture & Design

Architect, design, and implement scalable contact center solutions using Amazon Connect.

Integrate Amazon Connect with AWS services (Lambda, Lex, S3, DynamoDB, Kinesis) and external systems (CRM, ticketing, analytics).

Provide best practices for architecture, security, and cost optimization.

Development & Customization

Build and enhance call flows, IVR, and omnichannel solutions (voice, chat, messaging).

Develop AWS Lambda functions, APIs, and automation scripts to support integrations.

Customize dashboards and reporting for actionable customer insights.

Implementation & Client Engagement

Lead delivery of Amazon Connect implementations for Anthem, ensuring alignment with business needs.

Collaborate with client stakeholders to gather requirements and propose solutions.

Support legacy contact center migration to Amazon Connect.

Optimization & Support

Monitor and optimize system performance and call flows for improved customer experience.

Provide Level 3 support and handle complex troubleshooting.

Ensure compliance, governance, and security standards are met.

Required Skills & Experience

8+ years of IT experience, with 4+ years in contact center technologies.

3+ years of hands-on experience with Amazon Connect (architecture, deployment, integrations).

Strong development skills in Python, Node.js, or JavaScript for AWS Lambda and APIs.

Expertise in AWS services: Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation.

Familiarity with telephony protocols (SIP, RTP, WebRTC).

Strong client-facing communication and requirement-gathering skills.

Preferred Qualifications

AWS Certified Solutions Architect / Developer or Amazon Connect certification.

Experience with AI/ML enhancements (chatbots, sentiment analysis, predictive analytics).

CRM integration experience (Salesforce, ServiceNow, Zendesk).

Prior consulting or client-facing offshore delivery experience.