Amazon connect Contact center Solution Architect

Job Title:

Location:

Job Summary:

Amazon Connect Architect

Key Responsibilities:

1. Amazon Connect Architecture & Design

• Design and implement end-to-end Amazon Connect solutions, ensuring scalability, reliability, and performance.
  
• Architect omnichannel contact center environments including voice, chat, tasks, and third-party integrations.
  
• Develop and optimize

  Contact Flows

  ,

  Routing Profiles

  ,

  Queues

  , and

  Hours of Operation

  .

2. Contact Flow Development

• Design and script dynamic, reusable, and modular

  Amazon Connect Contact Flows

  using best practices.
• Implement custom logic with AWS Lambda functions and integrate with backend systems.
  
• Ensure proper use of

  SSML

  ,

  contact attributes

  ,

  flow chaining

  , and

  dynamic message playback

  .

3. Amazon Lex and Conversational AI

• Design, develop, and maintain

  Amazon Lex

  bots for self-service and intelligent IVR solutions.
• Define

  intents

  ,

  slots

  ,

  utterances

  , and Lambda validation logic.
• Integrate Lex bots with Amazon Connect for natural language interactions and escalation handling.
  

4. Integration & AWS Services

• Integrate Amazon Connect with external CRMs, case management systems, and data platforms via AWS Lambda, API Gateway, and Step Functions.
  
• Utilize AWS services such as

  DynamoDB

  ,

  S3

  ,

  CloudWatch

  ,

  Kinesis

  , and

  Polly

  to enhance contact center capabilities.
• Implement real-time and historical reporting solutions.
  

5. Security, Compliance & Monitoring

• Ensure architecture complies with enterprise security, data privacy, and regulatory requirements (e.g., PCI, HIPAA, GDPR).
  
• Implement monitoring, logging, and alerting using CloudWatch and AWS Config.
  
• Optimize IAM roles and policies for least privilege and secure service interactions.
  

6. Collaboration & Leadership

• Work with stakeholders (business, product, operations, and support teams) to gather requirements and deliver solutions.
  
• Lead technical workshops, proof-of-concept development, and project delivery.
  
• Provide mentorship to junior developers and engineers.
  

Required Skills & Qualifications:

• 5+ years of experience in

  Cloud Contact Center architecture

  , with 3+ years hands-on in

  Amazon Connect

  .
• Proven experience with

  Contact Flow development

  ,

  Amazon Lex bots

  , and

  Lambda-based integrations

  .
• Strong understanding of

  AWS core services

  (IAM, Lambda, API Gateway, DynamoDB, S3, etc.).
• Experience with

  CI/CD

  ,

  Infrastructure as Code

  (CloudFormation, CDK, or Terraform).
• Proficiency in

  Node.js

  or

  Python

  for AWS Lambda development.
• Familiarity with

  CRM integration

  (Salesforce, ServiceNow, Zendesk, etc.).
• Solid understanding of

  telephony concepts

  ,

  call routing

  ,

  SIP

  , and

  VoIP fundamentals

  .
• Excellent communication skills and experience working with cross-functional teams.
  

Preferred Qualifications:

• AWS Certified Solutions Architect Associate or Professional.
  
• AWS Certified Machine Learning – Specialty (a plus for Lex/NLU experience).
  
• Experience with Amazon Connect

  Cases

  ,

  Wisdom

  ,

  Tasks

  , or

  Customer Profiles

  .
• Knowledge of

  call analytics

  ,

  speech-to-text

  ,

  real-time sentiment analysis

  (Amazon Transcribe, Comprehend, etc.).
• Experience with

  global rollouts

  and multi-region architectures.

Work Environment & Benefits:

• [Remote/Hybrid/On-site options]
  
• Opportunity to work with leading-edge AWS technologies
  
• Competitive salary and benefits package
  
• Inclusive, innovative, and agile work culture