About the Role :

We are seeking an experienced Technology Architect with deep expertise in Amazon Connect and AWS Contact Center technologies to lead the design, architecture, and delivery of enterprise-scale cloud contact center transformation initiatives.

The ideal candidate will be responsible for driving end-to-end solution architecture, implementation, and modernization of contact center platforms while collaborating with business stakeholders, delivery teams, and leadership. This role requires a strong blend of technical leadership, solution architecture, program management, and business development capabilities to deliver scalable, secure, and intelligent customer engagement solutions.

Key Responsibilities :

- Lead the design, development, and implementation of Amazon Connect-based contact center solutions across enterprise environments.

- Architect scalable, secure, and high-performing cloud contact center platforms leveraging AWS services.

- Drive end-to-end ownership of contact center transformation programs from solution design through deployment and support.

- Collaborate with clients, business stakeholders, and cross-functional teams to gather requirements and define technical solutions.

- Conduct solution design workshops, backlog grooming sessions, architecture reviews, and stakeholder demonstrations.

- Oversee implementation across AWS services including Amazon Connect, Lambda, Lex, API Gateway, DynamoDB, S3, and Contact Lens.

- Design and implement API-based integrations with Salesforce, ServiceNow, bot platforms, and other enterprise systems.

- Ensure alignment of technology solutions with business objectives, performance requirements, scalability, and compliance standards.

- Lead proposal development and response activities for client RFPs and RFIs.

- Partner with business and market leaders to identify emerging opportunities and technology requirements.

- Mentor technical teams, support talent development initiatives, and contribute to practice growth.

- Drive innovation by leveraging advanced AWS services and AI-powered contact center capabilities.

- Ensure successful project delivery through effective governance, risk management, and stakeholder communication.

Required Skills & Experience :

- 12+ years of overall experience with a strong focus on Contact Center Technology Implementation.

- Minimum 10 years of hands-on experience with Amazon Connect Contact Center solutions.

- Extensive experience designing and implementing Amazon Connect call flows, IVRs, agent routing, queue management, callback handling, and escalation processes.

Strong expertise in :

- Amazon Connect

- AWS Lambda

- Amazon Lex

- API Gateway

- DynamoDB

- Amazon S3

- CloudWatch

- IAM Policies

- Deep understanding of AWS cloud architecture and solution design principles.

Experience with contact center-related AWS services such as :

1. Amazon Contact Lens

2. Amazon Pinpoint

3. Amazon Transcribe

4. Amazon Comprehend

- Strong expertise in API design, development, and enterprise integrations.

- Experience integrating Amazon Connect with Salesforce, ServiceNow, CRM platforms, and chatbot solutions.

- Strong understanding of contact center KPIs, operational metrics, and customer experience optimization.

- Proven experience leading large-scale business and operational transformation programs.

- Excellent communication, stakeholder management, and presentation skills.

- Strong leadership, people management, and program management capabilities.

Preferred Qualifications :

- AWS Solution Architect Certification or equivalent AWS certifications.

- Experience with Amazon Bedrock, Amazon Kendra, and AI-powered customer engagement solutions.

- Exposure to CI/CD pipelines, Infrastructure as Code (IaC), and DevOps practices.

- Experience leading cloud contact center modernization initiatives for large enterprises.

- Strong consulting and client-facing experience.

- Experience in proposal management, solution selling, and business development activities.

Success Metrics :

- Successful delivery of enterprise-scale Amazon Connect transformation programs.

- Improved customer experience through optimized contact center solutions and AWS innovations.

- Timely delivery of project milestones, architecture deliverables, and implementation goals.

- Effective stakeholder engagement and client satisfaction.

- Successful integration of contact center platforms with enterprise applications.

- Growth and development of contact center technology capabilities and team expertise.

- Increased adoption of cloud-native contact center solutions and AWS best practices.