EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

We are looking for a seasoned CCaaS Architect to drive the design and rollout of enterprise-grade Amazon Connect solutions. The successful candidate should have 12–20 years of broad IT experience, with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS migrations.

Responsibilities

- Spearhead the complete architecture, design, and deployment of enterprise CCaaS solutions leveraging Amazon Connect and related AWS services
- Develop and implement contact center modernization and migration roadmaps for transitioning from legacy platforms to Amazon Connect
- Design scalable IVR systems, contact flows, intelligent routing, conversational AI, and omnichannel engagement solutions
- Build secure, resilient AWS infrastructure—covering networking, integrations, and disaster recovery—while ensuring performance, compliance, and continuity of operations
- Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise systems, and event-driven services
- Conduct architecture reviews, performance tuning, troubleshooting, and technical governance, while mentoring engineering teams through build-out and go-live
- Partner with clients and stakeholders during solution workshops, technical scoping, architecture proposals, and RFP/RFI submissions

Requirements

- 12–20 years of overall IT background,



with hands-on expertise in architecting and deploying enterprise-level Amazon Connect/CCaaS solutions—spanning contact flows, IVR, routing profiles, queues, Contact Lens, and call recording
- Demonstrated success migrating contact centers from legacy systems (such as Avaya, Cisco, or Genesys) to Amazon Connect, including both planning and execution phases
- Deep knowledge of AWS architecture and foundational services like Lambda, API Gateway, and IAM
- Familiarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch, and EventBridge
- Solid background in end-to-end solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO, and regional failover planning
- Practical experience using Amazon Lex, Lambda, and Amazon Polly, as well as Transcribe and Kinesis
- Strong grasp of enterprise integration architecture—covering CRM systems, hybrid connectivity, cross-account security, performance tuning, and issue resolution
- Track record of producing HLD/LLD documentation, architecture diagrams, and technical solutions, paired with strong client-facing consulting and stakeholder engagement skills

Nice to have

- Practical exposure to Amazon Bedrock, Generative AI, and Agentic AI for building intelligent contact center solutions
- Background in deploying Agent Assist, RAG-based knowledge retrieval, conversation summarization, and AI-driven self-service tools
- AWS Certified Solutions Architect – Qualified certification or an equivalent Amazon Connect credential

We offer

- Opportunity to work on technical challenges that may impact across geographies
- Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
- Opportunity to share your ideas on international platforms
- Sponsored Tech Talks & Hackathons
- Unlimited access to LinkedIn learning solutions
- Possibility to relocate to any EPAM office for short and long-term projects
- Focused individual development
- Benefit package:
- Health benefits
- Retirement benefits
- Paid time off
- Flexible benefits

- Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)

📌 CCaaS Architect - Amazon Connect (Hyderabad)
🏢 EPAM Systems
📍 Hyderabad