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

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