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 successful candidate should have 12 - 20 years of broad IT experience, with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS migrations.

Responsibilities

• Spearhead the complete architecture, design, and deployment of enterprise CCaaS solutions leveraging Amazon Connect and related AWS services
• Develop and implement contact center modernization and migration roadmaps for transitioning from legacy platforms to Amazon Connect
• Design scalable IVR systems, contact flows, intelligent routing, conversational AI, and omnichannel engagement solutions
• Build secure, resilient AWS infrastructure - covering networking, integrations, and disaster recovery - while ensuring performance, compliance, and continuity of operations
• Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise systems, and event-driven services
• Conduct architecture reviews, performance tuning, troubleshooting, and technical governance, while mentoring engineering teams through build-out and go-live
• Partner with clients and stakeholders during solution workshops, technical scoping, architecture proposals, and RFP/RFI submissions

Requirements

• 12 - 20 years of overall IT background, with hands-on expertise in architecting and deploying enterprise-level Amazon Connect/CCaaS solutions - spanning contact flows, IVR, routing profiles, queues, Contact Lens, and call recording
• Demonstrated success migrating contact centers from legacy systems (such as Avaya, Cisco, or Genesys) to Amazon Connect, including both planning and execution phases
• Deep knowledge of AWS architecture and foundational services like Lambda, API Gateway, and IAM
• Familiarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch, and EventBridge
• Solid background in end-to-end solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO, and regional failover planning
• Practical experience using Amazon Lex, Lambda, and Amazon Polly, as well as Transcribe and Kinesis
• Strong grasp of enterprise integration architecture - covering CRM systems, hybrid connectivity, cross-account security, performance tuning, and issue resolution
• Track record of producing HLD/LLD documentation, architecture diagrams, and technical solutions, paired with strong client-facing consulting and stakeholder engagement skills

Nice to have

• Practical exposure to Amazon Bedrock, Generative AI, and Agentic AI for building intelligent contact center solutions
• Background in deploying Agent Assist, RAG-based knowledge retrieval, conversation summarization, and AI-driven self-service tools
• AWS Certified Solutions Architect - Professional certification or an equivalent Amazon Connect credential