Amazon Connect, AWS DevOps Services Architect

Role & responsibilities

Amazon Connect Solution Architect

Role Summary

Own the endtoend solution architecture for a secure scalable multiregion Amazon Connect transformation Translate customer service strategy into targetstate architecture spanning channels AI selfservice agent experience customer profiles case management integrations analytics security data residency and DevOps

Key Responsibilities

Define currentstate transition and targetstate architecture across voice chat and future digital channels

Design Amazon Connect instances telephony contact flows queues routing profiles CCP Customer Profiles Cases Contact Lens and analytics data lake capabilities

Architect Amazon Q in Connect and Amazon Bedrockbased AI agent patterns including prompts knowledge retrieval tool registry guardrails escalation and human handoff

Define multiregion hub architecture geoaffinity market isolation language localization resiliency capacity and disasterrecovery principles

Design Lambda and API integration patterns for order lookup OMS writes membership identity and Salesforce transition including VPC and nonVPC deployment choices

Own security architecture covering Azure AD SAML federation IAM least privilege KMS encryption Secrets Manager CloudTrail PIIPCI redaction and auditability

Establish IaC CICD environment isolation and controlled production rollout patterns with architecture review gates

Lead nonfunctional design for availability latency observability scalability supportability cost and compliance

Produce solution architecture documents dataflow diagrams interface contracts architecture decisions and implementation guardrails

Guide Technical Leads Developers and QA review designs and remove crosssystem technical risks

MustHave Skills and Experience

Deep handson knowledge of Amazon Connect architecture contact flows routing CCP Customer Profiles Cases and Contact Lens

Experience designing conversational AI solutions using Amazon Q in Connect Amazon Bedrock Lex V2 knowledge bases and guardrails

Strong AWS integration and security architecture across Lambda API patterns VPC networking IAM KMS S3 CloudWatch and Secrets Manager

Experience with multiregion enterprise platforms data residency privacy SSO and regulated customer data

Ability to communicate architecture decisions to business security cloud platform and engineering stakeholders

Preferred NicetoHave

AWS Certified Solutions Architect Professional or equivalent expertise

Experience migrating Salesforce Service CloudCognigy or comparable platforms to Amazon Connect

Retailecommerce customer service knowledge including WISMO returns exchanges and cancellations

Experience with analytics platforms such as Athena QuickSight Power BI or Tableau

Expected Deliverables

Approved targetstate architecture and transition roadmap

Architecture decision records NFRs security model and integration patterns

Reusable reference patterns for AI tools flows environments and regional hubs

Technical governance with risks dependencies and design compliance tracked to closure

Indicative Success Measures

Architecture decisions completed within sprintrelease timelines

No critical security or compliance gaps at production readiness review

Reduction in duplicated channelspecific components and rework

Target availability responsetime and releasequality objectives achieved

Key Working Relationships

Business and market customerservice stakeholders operations and BPO teams

Product Owner Solution Architect Technical Lead Developers QA and DevOpsSRE

AWS cloud platform security privacy identity dataanalytics and enterprise integration teams

Skills

Mandatory Skills :