Amazon Connect Solution Architect

Amazon Connect Solution Architect

Location: Johnston, RI (ONSITE)

Must have technical/functional skills

Deep expertise in Amazon Connect Architecture and Solution Design.

Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM.

Experience with IVR design, intelligent routing, CTI integrations, and omnichannel contact center solutions.

Knowledge of REST APIs, microservices, event-driven architectures, and cloud-native application design.

Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or similar systems.

Strong understanding of security, authentication, compliance, and enterprise architecture principles.

Preferred qualifications

Experience with Amazon Lex, AWS Bedrock, Conversational AI, Voice Bots, and Contact Center Analytics.

Banking, Financial Services, or large-scale customer service transformation experience.

AWS Solutions Architect and/or Amazon Connect certifications preferred.

Experience leading cloud migration and modernization initiatives.

Roles & responsibilities

Architect and design enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel customer engagement.

Define contact center modernization and cloud migration strategies.

Design integrations with CRM, customer data platforms, workforce management, and enterprise applications.

Develop architecture for conversational AI, virtual assistants, voice bots, and self-service solutions.

Establish security, compliance, resiliency, and operational standards for contact center platforms.

Provide technical leadership, solution governance, and architecture oversight throughout project delivery.

Collaborate with business stakeholders, product owners, development teams, and vendors to align solutions with business objectives.