CCaaS Architect - Amazon Connect

We're looking for a skilled CCaaS Architect to drive the design and rollout of enterprise-scale Amazon Connect solutions. The right candidate will have 12–20 years of IT experience overall, along with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS migrations.

Responsibilities

Own the complete architecture, design and implementation of enterprise CCaaS solutions built on Amazon Connect and related AWS services Create and carry out strategies for contact center modernization and migration, moving organizations from legacy platforms to Amazon Connect Design scalable solutions for IVR, contact flows, intelligent routing, conversational AI and omnichannel customer engagement Build secure, resilient AWS infrastructure covering networking, integrations and disaster recovery, while ensuring performance, compliance and business continuity Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM systems, enterprise applications and event-driven services Conduct architecture reviews, optimize performance, troubleshoot issues and provide technical governance while supporting engineering teams through implementation and production rollout Work alongside customers and stakeholders during solution workshops, technical estimations, architecture proposals and responses to RFPs/RFIs Requirements 12–20 years of overall IT experience, including substantial work designing and building enterprise-scale Amazon Connect / CCaaS solutions, covering contact flows, IVR, routing profiles, queues, Contact Lens and call recording Demonstrated experience migrating contact centers from legacy platforms like Avaya, Cisco or Genesys to Amazon Connect, including both planning and execution of migrations Strong command of AWS architecture and core 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 end-to-end solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover strategies Practical experience with Amazon Lex, Lambda and Amazon Polly, as well as Transcribe and Kinesis Working knowledge of enterprise integration architecture, including CRM platforms, hybrid connectivity, cross-account security, performance optimization and troubleshooting Demonstrated skill in producing HLD/LLD documents, architecture diagrams and technical solutions, backed by strong customer-facing consulting and stakeholder management abilities Nice to have Practical experience working with Amazon Bedrock, Generative AI and Agentic AI to build intelligent contact center solutions Background implementing Agent Assist, RAG-based knowledge retrieval, conversation summarization and AI-powered self-service tools AWS Certified Solutions Architect – Professional credential or an equivalent Amazon Connect certification