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, CloudWatch and EventBridge
• 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