Solutions Architect – Amazon Connect

About The Role

We are looking for an experienced Solutions Architect with hands-on expertise in Amazon Connect to design, implement, and scale cloud-native contact center solutions for innovative customers. This role is ideal for someone who has implemented Amazon Connect in real-world environments, enjoys working closely with business and technical stakeholders, and is comfortable delivering POCs, pilots, and production-ready solutions in fast-moving settings.

Key Responsibilities

• Architect and implement Amazon Connect based contact center solutions
• Design and configure: Contact flows (IVR, routing, self-service), Queues, routing profiles, and agent experiences
• Deliver POCs, pilots, and full-scale deployments
• Integrate Amazon Connect with: AWS services (Lambda, S3, DynamoDB, API Gateway), CRM platforms (Salesforce, Zendesk, ServiceNow, custom CRMs), Enable omnichannel capabilities (voice, chat, tasks)
• Implement analytics and insights using Amazon Connect Contact Lens
• Advises customers on best practices, scalability, security, and cost optimization
• Collaborates with AWS partner teams, customers, and internal stakeholders

Required Qualifications

• 5+ years of experience in solutions architecture or contact center technologies
• Prior hands-on experience implementing Amazon Connect
• Strong understanding of contact center concepts (IVR, routing, call flows)
• Experience integrating cloud contact centers with backend systems
• Familiarity with AWS serverless services (Lambda, API Gateway)
• Excellent communication and stakeholder engagement skills
• AWS Certified Solutions Architect - Professional

Preferred / Nice-to-Have Skills

• Experience with Amazon Connect Contact Lens
• Knowledge of workforce management (WFM) and quality management tools
• Exposure to AI-driven CX use cases (chatbots, sentiment analysis, automation)
• Experience working in consulting, startup, or innovation environments