Solutions Architect โ Amazon Connect
Focus: Cloud Contact Centers | Amazon Connect Implementations
Location: Remote (US-based preferred)
Employment Type: Full-time (flexible)
About the Role
We are seeking an experienced Solutions Architect with hands-on expertise in Amazon Connect to design, implement, and scale cloud-native contact center solutions. This role is ideal for someone who has delivered Amazon Connect in real-world environments and enjoys partnering with business and technical stakeholders to take ideas from POC and pilot to production-ready implementations in fast-moving settings.
Key Responsibilities
- ย Architect and implement Amazon Connect contact center solutions end-to-endย
- ย Design and configure contact center capabilities, including:ย
- ย Contact flows (IVR, routing, self-service)ย
- ย Queues, routing profiles, and agent experiencesย
- ย Deliver POCs, pilots, and full-scale deployments with clear documentation and operational readinessย
- ย Integrate Amazon Connect with:ย
- ย AWS services (Lambda, S3, DynamoDB, API Gateway)ย
- ย CRM platforms (Salesforce, Zendesk, ServiceNow, and custom CRMs)ย
- ย Enable omnichannel experiences (voice, chat, tasks)ย
- ย Implement analytics and insights using Amazon Connect Contact Lens
- ย Provide guidance on best practices for scalability, reliability, security, and cost optimizationย
- ย Collaborate with AWS partner teams and internal stakeholders to align architecture with business goalsย
Required Qualifications
- ย 5+ years in solutions architecture and/or contact center technologiesย
- ย Proven hands-on experience implementing Amazon Connect
- ย Strong understanding of contact center concepts (IVR, routing, call flows)ย
- ย Experience integrating cloud contact centers with backend systems and APIsย
- ย Familiarity with AWS serverless services (Lambda, API Gateway)ย
- ย Strong communication, stakeholder engagement, and solution presentation skillsย
- ย AWS Certified Solutions Architect โ Professional
Preferred Skills (Nice to Have)
- ย Experience with Amazon Connect Contact Lens
- ย Knowledge of workforce management (WFM) and quality management toolsย
- ย Exposure to AI-driven CX use cases (chatbots, sentiment analysis, automation)ย
- ย Background in consulting, startup, or innovation environmentsย
Why Join Us
- ย Work on modern, cloud-native contact center solutionsย
- ย High-impact role with ownership and hands-on deliveryย
- ย Variety of initiatives across multiple industriesย
- ย Opportunity to support AWS Partner and Solutions initiativesย
- ย Backed by a firm with 22 years of delivery credibilityย
Who Should Apply
- ย Amazon Connect architects and consultantsย
- ย Contact center professionals transitioning to cloud-native platformsย
- ย Solutions architects who enjoy POCs, innovation, and fast executionย
- ย Professionals seeking variety without early-stage startup riskย
Ready to make an impact? Apply now and join us on our journey!