Role:AWS Connect Technical Architect

Exp: 10+ years

Location: Remote

Job Overview:

The role has the accountabilities of owning the end-to-end solution architecture for cloud-based Contact Center as a Service (CCaaS) engagements built on Amazon Connect and the AWS ecosystem — from solutioning and design through governance, delivery oversight and client advisory across engagements.

Key Roles and Responsibilities:

- Own end-to-end solution architecture for Amazon Connect-based CCaaS engagements, from discovery through go-live
- Define target-state architecture covering Contact Flows, routing strategy, channel strategy (voice, chat, email, social) and data/reporting architecture
- Architect integrations of Amazon Connect with the broader AWS and enterprise ecosystem, including:
- AWS Lambda, Amazon Lex/Lex v2, Amazon S3, Amazon DynamoDB, Amazon CloudWatch, Amazon Connect Customer Profiles & Cases, Amazon Kinesis, Amazon Q in Connect, Contact Lens, and third-party CRM/WFM/Salesforce/ServiceNow platforms
- Define non-functional requirements — scalability, high availability, multi-region disaster recovery, security and compliance (PCI-DSS, HIPAA, GDPR as applicable)
- Own technical governance — define coding standards, reference architectures, reusable frameworks and best practices across delivery teams
- Lead solution design workshops with client stakeholders, translating business and CX objectives into robust technical architectures
- Produce and own High-Level Design (HLD), Low-Level Design (LLD), architecture decision records and technical proposals
- Lead migration strategy and execution for legacy/on-premise or other CCaaS platforms (e.g., Genesys, Avaya, Cisco) to Amazon Connect
- Drive capacity planning, cost optimization and TCO analysis for Amazon Connect deployments
- Provide pre-sales support — solution estimation, RFP/RFI responses, architecture diagrams and client presentations
- Guide and mentor development and senior development teams; conduct architecture and design reviews




- Own security architecture, IAM design, data privacy controls and telephony architecture (SIP trunking, PSTN, DID, carrier strategy)
- Act as the primary technical escalation point and advisor to client stakeholders, including CX and IT leadership
- Stay current with Amazon Connect and AWS roadmap, and proactively recommend platform and architecture enhancements

Key Capabilities and Experience

- 8–10 years of overall IT experience, with at least 4–5 years in architecting and delivering Amazon Connect / CCaaS solutions
- Proven track record of leading multiple end-to-end Amazon Connect implementations as solution/technical architect
- Expert-level understanding of contact center operations, omni-channel CX architecture and CX/operational metrics
- Strong expertise in conversational AI (Amazon Lex) and generative AI capabilities within the Amazon Connect ecosystem (Amazon Q in Connect)
- Deep expertise in serverless and cloud-native architecture across the AWS ecosystem (Lambda, Step Functions, API Gateway, EventBridge, Kinesis)
- Strong grounding in telephony architecture — SIP, VoIP, PSTN, DID provisioning and carrier integration strategy
- Extensive experience architecting integrations with CRM, WFM and enterprise systems via REST/SOAP APIs and event-driven patterns
- Strong understanding of security, compliance and data privacy frameworks relevant to contact center platforms
- Experience with Contact Lens analytics, Amazon QuickSight and enterprise reporting/BI architecture
- Demonstrated experience in pre-sales, proposal writing and client/executive stakeholder management
- Solid leadership skills with experience mentoring architects and developers, and driving technical governance across teams
- Experience operating within agile/scaled-agile delivery environments and leading cross-functional delivery teams

Qualifications

- Graduate/Postgraduate degree in Engineering / Computer Science / IT or related technical fields
- AWS Certification (Solutions Architect – Professional / Amazon Connect specialty) – Preferred

📌 AWS Connect Technical Architect (Hyderabad)
🏢 Firstsource
📍 Hyderabad