Solutions Architect – Amazon Connect
Focus: Cloud Contact Centers | Amazon Connect Implementations
Location: Remote (US-based preferred)
Employment Type: Full-time (flexible)
About the Role
We are seeking an experienced Solutions Architect with hands-on expertise in Amazon Connect to design, implement, and scale cloud-native contact center solutions. This role is ideal for someone who has delivered Amazon Connect in real-world environments and enjoys partnering with business and technical stakeholders to take ideas from POC and pilot to production-ready implementations in fast-moving settings.
Key Responsibilities
- Architect and implement Amazon Connect contact center solutions end-to-end
- Design and configure contact center capabilities, including:
- Contact flows (IVR, routing, self-service)
- Queues, routing profiles, and agent experiences
- Deliver POCs, pilots, and full-scale deployments with clear documentation and operational readiness
- Integrate Amazon Connect with:
- AWS services (Lambda, S3, DynamoDB, API Gateway)
- CRM platforms (Salesforce, Zendesk, ServiceNow, and custom CRMs)
- Enable omnichannel experiences (voice, chat, tasks)
- Implement analytics and insights using Amazon Connect Contact Lens
- Provide guidance on best practices for scalability, reliability, security, and cost optimization
- Collaborate with AWS partner teams and internal stakeholders to align architecture with business goals
Required Qualifications
- 5+ years in solutions architecture and/or contact center technologies
- Proven hands-on experience implementing Amazon Connect
- Strong understanding of contact center concepts (IVR, routing, call flows)
- Experience integrating cloud contact centers with backend systems and APIs
- Familiarity with AWS serverless services (Lambda, API Gateway)
- Strong communication, stakeholder engagement, and solution presentation skills
- AWS Certified Solutions Architect – Professional
Preferred Skills (Nice to Have)
- 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)
- Background in consulting, startup, or innovation environments
Why Join Us
- Work on modern, cloud-native contact center solutions
- High-impact role with ownership and hands-on delivery
- Variety of initiatives across multiple industries
- Opportunity to support AWS Partner and Solutions initiatives
- Backed by a firm with 22 years of delivery credibility
Who Should Apply
- Amazon Connect architects and consultants
- Contact center professionals transitioning to cloud-native platforms
- Solutions architects who enjoy POCs, innovation, and fast execution
- Professionals seeking variety without early-stage startup risk
Ready to make an impact? Apply now and join us on our journey!
This is a remote position.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
