CCaaS Architect - Amazon Connect

We are seeking an experienced CCaaS Architect to lead the design and implementation of enterprise-scale Amazon Connect solutions. The ideal candidate will bring 12–20 years of overall IT experience, with deep expertise in contact center modernization, AWS architecture and large-scale CCaaS migrations.

Responsibilities

Lead the end-to-end architecture, design and implementation of enterprise CCaaS solutions using Amazon Connect and supporting AWS services Define and execute contact center modernization and migration strategies from legacy platforms to Amazon Connect Architect scalable IVR, contact flows, intelligent routing, conversational AI and omnichannel customer engagement solutions Design secure and resilient AWS infrastructure, networking, integrations and disaster recovery solutions, ensuring performance, compliance and business continuity Lead integration architecture involving Lambda, API Gateway, Lex, CRM systems, enterprise applications and event-driven services Drive architecture reviews, performance optimization, troubleshooting and technical governance while guiding engineering teams through implementation and production deployment Collaborate with customers and stakeholders on solution workshops, technical estimations, architecture proposals and RFP/RFI responses Requirements 12–20 years of overall IT experience, with strong experience in designing and implementing enterprise-scale Amazon Connect / CCaaS solutions, including contact flows, IVR, routing profiles, queues, Contact Lens and call recording Proven experience in contact center migrations from legacy platforms such as Avaya, Cisco or Genesys to Amazon Connect, including migration planning and execution Expertise in AWS architecture and core services, including Lambda, API Gateway and IAM Knowledge of VPC, Transit Gateway, Direct Connect, S3, DynamoDB, Cloud.

Watch and Event. Bridge Strong experience in end-to-end solution architecture, covering networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover strategies Hands-on experience with Amazon Lex, Lambda and Amazon Polly, along with Transcribe and Kinesis Understanding of enterprise integration architecture, including CRM platforms, hybrid connectivity, cross-account security, performance optimization and troubleshooting Proven ability to create HLD/LLD, architecture diagrams and technical solutions, with strong customer-facing consulting and stakeholder management experience Nice to have Hands-on experience with Amazon Bedrock, Generative AI and Agentic AI for intelligent contact center solutions Experience implementing Agent Assist, RAG-based knowledge retrieval, conversation summarization and AI-powered self-service AWS Certified Solutions Architect – Professional or relevant Amazon Connect certification