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 right candidate will have 12–20 years of broad IT background, along with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS transitions.

Responsibilities

- Own the complete architecture, design and build-out of enterprise CCaaS solutions leveraging Amazon Connect and related AWS services
- Shape and carry out strategies for modernizing and migrating contact centers from legacy systems to Amazon Connect
- Build scalable solutions for IVR, contact flows, intelligent routing, conversational AI and omnichannel engagement
- Create secure, resilient AWS infrastructure, networking, integrations and disaster recovery setups that ensure performance, compliance and continuity
- Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise applications and event-driven services
- Conduct architecture reviews, optimize performance, resolve technical issues and provide governance while supporting engineering teams through deployment
- Partner with customers and stakeholders during solution workshops, technical estimations, architecture proposals and RFP/RFI responses

Requirements

- 12–20 years of overall IT experience, with substantial expertise in architecting and deploying enterprise-level Amazon Connect / CCaaS solutions, covering contact flows, IVR,



routing profiles, queues, Contact Lens and call recording
- Demonstrated success migrating contact centers from legacy platforms like Avaya, Cisco or Genesys to Amazon Connect, including planning and execution of migrations
- Strong command of AWS architecture and foundational services such as Lambda, API Gateway and IAM
- Familiarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch and EventBridge
- Solid background in full solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover planning
- Practical experience working with Amazon Lex, Lambda and Amazon Polly, as well as Transcribe and Kinesis
- Working knowledge of enterprise integration architecture, including CRM systems, hybrid connectivity, cross-account security, performance tuning and troubleshooting
- Demonstrated capability to produce HLD/LLD documents, architecture diagrams and technical solutions, paired with strong consulting and stakeholder engagement skills

Nice to have

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

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
- Prospect 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 (Gurugram)
🏢 EPAM Systems
📍 Gurugram