We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies.

The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement platforms.

Key Responsibilities :

- Design, deploy, and maintain Amazon Connect-based contact center solutions.

- Develop and implement cloud contact center architectures using AWS services such as Lambda, Lex, DynamoDB, S3, API Gateway, and CloudFormation.

- Integrate contact center solutions with enterprise applications and backend systems.

- Configure and optimize IVR flows, chatbots, and AI-driven customer interactions.

- Troubleshoot and resolve issues related to telephony protocols (SIP, RTP, WebRTC).

- Collaborate with business stakeholders, developers, and operations teams to ensure solutions meet performance, security, and scalability requirements.

- Maintain documentation for architecture, workflows, and operational procedures.

- Provide technical guidance and mentorship to junior team members.

Required Skills and Qualifications :

- 8+ years of IT experience, with 4+ years in contact center technologies.

- 3+ years of hands-on experience with Amazon Connect.

- Expertise in AWS services : Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation.

- Strong understanding of telephony protocols : SIP, RTP, WebRTC.

- Experience in designing and deploying cloud-native contact center solutions.

- Excellent problem-solving, communication, and collaboration skills.

Preferred Qualifications :

- AWS Certified Solutions Architect (Associate or Professional).

- Experience with AI/ML integration in contact center solutions (chatbots, voice bots).

- Familiarity with DevOps and CI/CD pipelines for cloud solutions.

- Exposure to multi-region or enterprise-scale contact center deployments.