Amazon Connect Solution Architect

ServiceLink is modernizing the mortgage services industry through AI-accelerated engineering, intelligent automation, and next-generation software delivery practices. We empower the nation's top lenders and financial institutions with advanced technology, data-driven insights, and high-velocity product development models. If you're passionate about transforming engineering organizations and operationalizing AI-driven development models at enterprise scale, you'll thrive at ServiceLink. Role Overview We are seeking an experienced Amazon Connect Solution Architect to serve as ServiceLink's internal technical authority for our enterprise contact-center ecosystem. This is a hands-on architecture role — not a product or project management position. The Solution Architect will own the end-to-end technical solution, including the architecture of Amazon Connect integrations with CRM and production systems, define architecture standards, and critically evaluate designs and deliverables produced by third-party integration partners. The ideal candidate brings deep Amazon Connect expertise, strong integration design skills, and the technical credibility to challenge and approve partner solutions. Key Responsibilities 1.Own the Technical Solution Serve as the authoritative technical owner of the Amazon Connect architecture across all workstreams. Define and enforce architecture standards, design patterns, and integration guidelines for the contact-center platform. Make final technical decisions on platform design, including contact flows, routing logic, IVR architecture, and AWS service integrations. Maintain architectural integrity from initial design through implementation and post-go-live operations. 2.Own CRM and Production System Integration Architecture Design and own the technical solution for integrating Amazon Connect with CRM platforms and core production/loan origination systems. Define data models, API contracts, event-driven patterns, and real-time/batch sync strategies between Amazon Connect and downstream systems. Ensure integrations support screen-pop, click-to-dial, case creation, activity logging, and other contact-center-to-CRM workflows. Architect for reliability, low latency, and fault tolerance across all system integration points. Review and approve all partner-delivered integration code, configurations, and data mappings against ServiceLink's standards. 3.Review and Govern Third-Party Integration Partner Deliverables Critically evaluate architecture designs, solution proposals, and technical deliverables submitted by external integration partners. Identify risks, gaps, and anti-patterns in partner designs; provide clear, technically grounded feedback and required remediation. Ensure partner implementations conform to ServiceLink's architecture standards, AWS best practices, security requirements, and operational guidelines. Serve as the technical liaison between ServiceLink and integration partners, escalating issues and driving resolution. 4.Design and Architect the Amazon Connect Platform Design scalable, resilient Amazon Connect environments including contact flows, routing profiles, queues, and agent hierarchies. Architect integrations between Amazon Connect and AWS services (Lambda, Lex, S3, Kinesis, DynamoDB) and enterprise systems. Lead the design of an intelligent, intent-based conversational IVR using Amazon Lex and Connect contact flows. Establish best practices for security, compliance, high availability, and disaster recovery within the Connect environment. Architect voice AI capabilities within the Amazon Connect ecosystem where applicable. 5.Modernize Routing and Customer Experience Redesign routing architecture to eliminate manual workflows, reduce misroutes, and standardize logic across business units. Drive self-service automation for high-volume, low-complexity customer intents to reduce wait times and improve first-contact resolution. Standardize branding, messaging, and routing logic across all lines of business. 6.Enterprise Readiness and Transition Ensure platform stability and business continuity throughout the modernization transition. Define technical readiness criteria and validate that go-live conditions are met before each cutover milestone. Build a sustainable architecture and support model that enables long-term platform evolution post go-live. Required Qualifications 3+ years of hands-on Amazon Connect solution architecture experience, including contact flow design, instance configuration, and AWS service integrations. Demonstrated experience designing and owning integrations between Amazon Connect and CRM platforms and/or enterprise production systems. Demonstrated experience reviewing and governing third-party or vendor technical designs — ability to assess solution quality and enforce standards. Deep proficiency with AWS services integral to Amazon Connect: Lambda, Lex, S3, Kinesis, DynamoDB, CloudWatch, and IAM. Strong understanding of API design (REST, webhooks, event-driven patterns) and data integration strategies for real-time and batch workflows. Strong understanding of telephony architecture, call routing, IVR design, agent desktop and softphone tooling, and contact-center operations. Experience with omnichannel and conversational experience design (voice, web, text, in-app) and self-service workflow automation. Hands-on experience implementing voice AI technologies within cloud contact-center environments. Proficiency leveraging AI-assisted coding tools such as Claude Code and GitHub Copilot to accelerate solution development, code review, and technical documentation. AWS Certified Solutions Architect or equivalent AWS certification strongly preferred; Amazon Connect specialty experience required. Strong written and verbal communication skills — able to produce and review architecture documentation and present technical positions to both technical and business audiences. Salary range: $110,000 - $160,000 / year. Equal Opportunity Employer ServiceLink, its affiliates, and subsidiaries are Equal Opportunity Employers. All qualified applicants will receive consideration without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression, genetic information, or any other protected characteristic. #J-18808-Ljbffr ServiceLink