CCaaS Architect - Amazon Connect

We are looking for a seasoned CCaaS Architect to drive the design and rollout of enterprise-grade Amazon Connect solutions. The right candidate will have 12–20 years of broad IT background, along with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS transitions.

Responsibilities

Own the complete architecture, design and build-out of enterprise CCaaS solutions leveraging Amazon Connect and related AWS services Shape and carry out strategies for modernizing and migrating contact centers from legacy systems to Amazon Connect Build scalable solutions for IVR, contact flows, intelligent routing, conversational AI and omnichannel engagement Create secure, resilient AWS infrastructure, networking, integrations and disaster recovery setups that ensure performance, compliance and continuity Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise applications and event-driven services Conduct architecture reviews, optimize performance, resolve technical issues and provide governance while supporting engineering teams through deployment Partner with customers and stakeholders during solution workshops, technical estimations, architecture proposals and RFP/RFI responses Requirements 12–20 years of overall IT experience, with substantial expertise in architecting and deploying enterprise-level Amazon Connect / CCaaS solutions, covering contact flows, IVR, routing profiles, queues, Contact Lens and call recording Demonstrated success migrating contact centers from legacy platforms like Avaya, Cisco or Genesys to Amazon Connect, including planning and execution of migrations Strong command of AWS architecture and foundational services such as Lambda, API Gateway and IAM Familiarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, Cloud.

Watch and Event. Bridge Solid background in full solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover planning Practical experience working with Amazon Lex, Lambda and Amazon Polly, as well as Transcribe and Kinesis Working knowledge of enterprise integration architecture, including CRM systems, hybrid connectivity, cross-account security, performance tuning and troubleshooting Demonstrated capability to produce HLD/LLD documents, architecture diagrams and technical solutions, paired with strong consulting and stakeholder engagement skills Nice to have Practical exposure to Amazon Bedrock, Generative AI and Agentic AI for building intelligent contact center capabilities Background in deploying Agent Assist, RAG-based knowledge retrieval, conversation summarization and AI-driven self-service AWS Certified Solutions Architect – Professional credential or an equivalent Amazon Connect certification