Job Title: Solutions Architect – Amazon Connect Focus: Cloud Contact Centers Amazon Connect Implementations Location: Remote (US-based preferred) Employment Type: Full-time / Contract / Consulting (flexible) 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. 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 Advise customers on best practices, scalability, security, and cost optimization Collaborate 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 Preferred / Nice-to-Have Skills AWS Certifications (Solutions Architect preferred) Experience with Amazon Connect Contact Lens Knowledge of workforce management (WFM) and quality management tools Exposure to AI-driven CX use cases (chatbots, se...
