AWS Architect (Amazon Connect Specialist)

Role Overview

The AWS Architect will design, implement, and optimize cloud-based Contact Center as a Service (CCaaS) solutions leveraging Amazon Connect and other AWS services. This role requires deep expertise in AWS architecture, Amazon Connect integrations, and best practices for scalable, secure, and resilient solutions.

Key Responsibilities

• Solution Architecture
• Design end-to-end Amazon Connect solutions including IVR, call flows, chat, and omnichannel integrations.
• Develop architecture following AWS Well-Architected Framework principles.
• Provide high-level and low-level design documentation.
• Implementation & Integration
• Configure Amazon Connect features : contact flows, routing profiles, queues, prompts, and reporting.
• Integrate Amazon Connect with AWS services (Lambda, Lex, Polly, S3, DynamoDB, Kinesis, CloudWatch, API Gateway).
• Connect Amazon Connect with CRMs (Salesforce, ServiceNow, Dynamics) and workforce management tools.
• Cloud & Security
• Define IAM roles, policies, and security controls.
• Ensure compliance with enterprise security and governance standards.
• AI / ML & Automation
• Implement conversational AI using Amazon Lex and integrate GenAI solutions (Amazon Bedrock, SageMaker).
• Build custom chat widgets and agent desktops using Lambda and modern frameworks.
• Monitoring & Optimization
• Set up monitoring and reporting using CloudWatch and QuickSight.
• Optimize call flows and self-service features to improve CSAT and NPS

Required Qualifications