About this role
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!