CCaaS Architect - Amazon Connect

Overview

We are seeking an experienced CCaaS Architect to lead the design and implementation of sophisticated Amazon Connect based solutions within enterprise environments. The ideal candidate will have between 12 to 20 years in IT, with comprehensive expertise in contact center modernization, AWS architectures, and major CCaaS platform transitions.

Responsibilities

• Lead architecture, design, and deployment of enterprise-level CCaaS solutions utilizing Amazon Connect and its AWS ecosystem.
• Create and execute modernization and migration strategies to shift contact center operations from legacy systems to Amazon Connect platforms.
• Architect robust IVR frameworks, intelligent routing, conversational AI implementations, and omnichannel engagement capabilities.
• Establish secure, scalable AWS infrastructure with emphasis on networking, integrations, disaster recovery, compliance, and operational continuity.
• Manage integration solutions involving AWS Lambda, API Gateway, Lex, CRM, enterprise systems, and event-driven services.
• Conduct architecture evaluations, enhance performance, resolve issues, govern technical standards, and mentor development teams during project phases including go-live.
• Collaborate with clients and stakeholders through workshops, technical assessments, architecture design, and proposal submissions for RFPs and RFIs.

Requirements

• Extensive IT experience ranging from 12 to 20 years, with hands-on skills architecting and deploying scalable Amazon Connect and CCaaS solutions involving call flows, IVR, queue management, contact lens, and call recording features.
• Proven expertise in migrating contact centers from vendor platforms such as Avaya, Cisco, or Genesys to Amazon Connect, including thorough planning and delivery.
• In-depth understanding of AWS foundational services including Lambda, API Gateway, and IAM.
• Familiarity with AWS networking components like VPC, Transit Gateway, Direct Connect, and databases and monitoring tools such as S3, DynamoDB, CloudWatch, and EventBridge.
• Solid capability in creating end-to-end architectures covering networking, security, scalability, high availability, disaster recovery, and regional failover strategies with focus on RTO/RPO standards.
• Experience with AWS AI services including Amazon Lex, Lambda, Polly, Transcribe, and Kinesis.
• Strong background designing enterprise-level integrations encompassing CRM, hybrid connectivity, cross-account security, performance optimizations, and troubleshooting.
• Proven ability to draft detailed HLD/LLD documents, architecture schematics, and technical proposals with excellent client consulting and stakeholder engagement skills.

Preferred Qualifications

• Hands-on experience with Amazon Bedrock, Generative AI, and Agentic AI technologies aimed at intelligent contact center solutions.
• Knowledge of deploying AI-powered capabilities such as Agent Assist, retrieval augmented generation (RAG) knowledge systems, conversation summarization, and AI-driven self-service applications.
• Possession of AWS Certified Solutions Architect – Professional certification or similarly recognized Amazon Connect certifications is highly regarded.

Eligibility

This opportunity is open to any graduate meeting the experience and skills criteria.