Amazon Connect Solutions Architect

About the role

Call Center Power is a remote-first team dedicated to helping enterprises modernize their contact center operations. We currently have several openings available.

Responsibilities

• Architect end-to-end Amazon Connect solutions — IVR/IVA design, contact flows, routing profiles, queues, hours of operation, and agent workspace configuration.
• Design and implement AWS service integrations: Lambda (Node.js/Python), DynamoDB, S3, API Gateway, Kinesis Data Streams, and EventBridge.
• Build and configure Amazon Lex bots for voice and chat self-service; integrate with Connect contact flows for intent-driven routing and automation.
• Lead migrations from legacy platforms (Avaya, Cisco, Genesys, NICE inContact) — including number porting, cutover planning, and rollback procedures.
• Integrate Amazon Connect with CRM and WFM platforms including Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
• Implement real-time and historical analytics using Contact Lens, CloudWatch, and custom reporting pipelines via Kinesis and QuickSight.
• Support pre-sales engagements: assess client environments, develop solution architectures, scope SOWs, and present to COO/CIO/CCO audiences.
• Provide technical oversight and QA across delivery builds; document configurations, runbooks, and architecture diagrams.
• Advise clients on AWS cost optimization, capacity planning, and security/compliance best practices.

Qualifications

• 3+ years of hands-on Amazon Connect implementation experience — contact flows, routing, agent profiles, real-time dashboards, and CTR analysis.
• Proficient in AWS Lambda (Node.js or Python) for contact flow integrations, including dynamic prompts, CRM lookups, and real-time data hydration.
• Experience with Amazon Lex bot design and Connect contact flow integration.
• Solid AWS foundations: IAM, VPC, CloudWatch, S3, DynamoDB, Kinesis, API Gateway, and CloudFormation or CDK.
• Demonstrated CRM/ticketing integration with Amazon Connect — Salesforce, Zendesk, ServiceNow, or Dynamics.
• Ability to engage directly with client stakeholders — translate business requirements into architecture and communicate trade-offs clearly.
• Contact center domain knowledge: ACD/IVR design, WFM concepts, SLA/KPI frameworks, omnichannel routing.

Benefits

Commensurate with experience.

Pay

Commensurate with experience.

Schedule

Immediate availability preferred.