Solutions Architect – Amazon Connect

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and execute comprehensive Amazon Connect contact center solutions from start to finish.

• Create and set up contact center functionalities, such as contact flows, IVR, routing, self-service options, queues, routing profiles, and agent experiences.

• Execute proofs of concept, pilot projects, and large-scale implementations with thorough documentation and readiness for operation.

• Integrate Amazon Connect with AWS services including Lambda, S3, DynamoDB, and API Gateway.

• Connect Amazon Connect with CRM systems such as Salesforce, Zendesk, ServiceNow, and custom-built CRMs.

• Facilitate omnichannel interactions across voice, chat, and task management.

• Implement analytics and insights utilizing Amazon Connect Contact Lens.

• Offer expertise on best practices for scalability, reliability, security, and cost efficiency.

• Collaborate with AWS partner teams and internal stakeholders to ensure architecture aligns with business objectives.

⛳️ Requirements

• Over 5 years of experience in solutions architecture and/or contact center technologies.

• Demonstrated hands-on experience with the implementation of Amazon Connect.

• Strong grasp of contact center principles, including IVR, routing, and call flow management.

• Experience with integrating cloud contact centers with backend systems and APIs.

• Familiarity with AWS serverless technologies, including Lambda and API Gateway.

• Excellent communication, stakeholder engagement, and solution presentation abilities.

• AWS Certified Solutions Architect – Professional certification required.

• Experience with Amazon Connect Contact Lens is a preferred qualification.

• Knowledge of workforce management (WFM) and quality management tools is preferred.

• Familiarity with AI-driven customer experience use cases, such as chatbots, sentiment analysis, and automation, is a plus.

• Background in consulting, startups, or innovation-focused environments is preferred.

• Remote work is available, with a preference for candidates based in the US.

🏝️ Benefits

• Competitive salary.

• Opportunities for career advancement.

• Training and development programs.

• Engagement in modern, cloud-native contact center solutions.

• High-impact role with responsibilities and hands-on execution.

• Diverse initiatives across various industries.

• Opportunity to support AWS Partner and Solutions initiatives.