Experience: 8 to 15 Years
Location: Pan India
Job description
Position Summary
We are seeking an experienced Amazon Connect Platform Architect to lead the design, architecture, implementation, and optimization of enterprise-scale cloud contact center solutions. The ideal candidate will have deep expertise in Amazon Connect; AWS cloud services, conversational AI, telephony integrations, and contact center transformation programs.
Key Responsibilities
Solution Architecture & Design
- Define end-to-end architecture for Amazon Connect-based contact center platforms.
- Design scalable, secure, highly available, and cost-effective cloud solutions.
- Lead cloud contact center modernization and migration initiatives.
- Establish architecture standards, governance, and best practices.
Amazon Connect Platform Leadership
- Architect and implement Amazon Connect solutions, including contact flows, routing strategies, queues, and agent experiences.
- Design integrations with AWS services, CRM platforms, workforce management systems, and third-party applications.
- Drive adoption of new Amazon Connect capabilities including Amazon Q, Agent Assist, Outbound Campaigns, and AI-powered customer engagement features.
Conversational AI & Automation
- Design conversational experiences using Amazon Lex.
- Implement text-to-speech capabilities using Amazon Polly.
- Build intelligent self-service solutions using AI, NLP, and automation.
- Develop reusable frameworks and integration patterns.
AWS Cloud Architecture
- Design and implement serverless solutions using AWS Lambda, DynamoDB, API Gateway, S3, IAM, CloudWatch, and related services.
- Ensure platform security, compliance, resilience, and operational excellence.
- Drive infrastructure automation using CloudFormation and Infrastructure as Code practices.
Stakeholder & Team Leadership
- Collaborate with business stakeholders to translate requirements into technical solutions.
- Provide technical leadership to development and engineering teams.
- Conduct architecture reviews and mentor solution architects and developers.
- Support pre-sales activities, solution estimation, and technical proposals.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- Minimum 8+ years of hands-on experience in Amazon Connect architecture and implementation.
- Minimum 10+ years of experience working with AWS cloud technologies.
- Strong experience in designing and deploying voice workflows using Amazon Connect.
- Experience integrating Amazon Connect with Amazon Lex, Amazon Polly, Lambda, CRM systems, and external applications.
- Deep understanding of SIP, VoIP, IVR, CTI, and contact center technologies.
- Experience with serverless architectures and microservices.
- Strong understanding of cloud security, governance, and cost optimization.
- Proven experience leading large-scale contact center transformation programs.
Preferred Qualifications
- AWS Solutions Architect Professional certification.
- Amazon Connect Specialty or relevant contact center certifications.
- Experience with Salesforce, ServiceNow, or other CRM platforms.
- Knowledge of workforce management and analytics platforms.
- Experience with GenAI and customer experience transformation initiatives.
