Job Description

Experience: 8 to 15 Years

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Location: Pan India

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Job description

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Position Summary

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We are seeking an experienced Amazon Connect Platform Architect to lead the design, architecture, implementation, and optimization of enterprise-scale cloud contact center solutions. The ideal candidate will have deep expertise in Amazon Connect; AWS cloud services, conversational AI, telephony integrations, and contact center transformation programs.

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Key Responsibilities

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Solution Architecture & Design

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- Define end-to-end architecture for Amazon Connect-based contact center platforms.
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- Design scalable, secure, highly available, and cost-effective cloud solutions.
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- Lead cloud contact center modernization and migration initiatives.
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- Establish architecture standards, governance, and best practices.
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Amazon Connect Platform Leadership

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- Architect and implement Amazon Connect solutions, including contact flows, routing strategies, queues, and agent experiences.
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- Design integrations with AWS services, CRM platforms, workforce management systems, and third-party applications.
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- Drive adoption of new Amazon Connect capabilities including Amazon Q, Agent Assist, Outbound Campaigns, and AI-powered customer engagement features.
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Conversational AI & Automation

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- Design conversational experiences using Amazon Lex.
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- Implement text-to-speech capabilities using Amazon Polly.
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- Build intelligent self-service solutions using AI, NLP, and automation.
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- Develop reusable frameworks and integration patterns.
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AWS Cloud Architecture

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- Design and implement serverless solutions using AWS Lambda, DynamoDB, API Gateway, S3, IAM, CloudWatch, and related services.
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- Ensure platform security, compliance, resilience, and operational excellence.
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- Drive infrastructure automation using CloudFormation and Infrastructure as Code practices.
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Stakeholder & Team Leadership

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- Collaborate with business stakeholders to translate requirements into technical solutions.
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- Provide technical leadership to development and engineering teams.
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- Conduct architecture reviews and mentor solution architects and developers.
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- Support pre-sales activities, solution estimation, and technical proposals.
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Required Qualifications

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- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
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- Minimum 8+ years of hands-on experience in Amazon Connect architecture and implementation.
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- Minimum 10+ years of experience working with AWS cloud technologies.
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- Robust experience in designing and deploying voice workflows using Amazon Connect.
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- Experience integrating Amazon Connect with Amazon Lex, Amazon Polly, Lambda, CRM systems, and external applications.
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- Deep understanding of SIP, VoIP, IVR, CTI, and contact center technologies.
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- Experience with serverless architectures and microservices.
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- Strong understanding of cloud security, governance, and cost optimization.
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- Proven experience leading large-scale contact center transformation programs.
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Preferred Qualifications

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- AWS Solutions Architect Professional certification.
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- Amazon Connect Specialty or relevant contact center certifications.
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- Experience with Salesforce, ServiceNow, or other CRM platforms.
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- Knowledge of workforce management and analytics platforms.
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- Experience with GenAI and customer experience transformation initiatives.
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📌 AWS Connect Architect (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru