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, CloudWatch and EventBridge
• 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