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 seeking an experienced CCaaS Architect to lead the design and implementation of enterprise-scale Amazon Connect solutions. The ideal candidate will bring 12–20 years of overall IT experience, with deep expertise in contact center modernization, AWS architecture and large-scale CCaaS migrations.

Responsibilities

- Lead the end-to-end architecture, design and implementation of enterprise CCaaS solutions using Amazon Connect and supporting AWS services
- Define and execute contact center modernization and migration strategies from legacy platforms to Amazon Connect
- Architect scalable IVR, contact flows, intelligent routing, conversational AI and omnichannel customer engagement solutions
- Design secure and resilient AWS infrastructure, networking, integrations and disaster recovery solutions, ensuring performance, compliance and business continuity
- Lead integration architecture involving Lambda, API Gateway, Lex, CRM systems, enterprise applications and event-driven services
- Drive architecture reviews, performance optimization, troubleshooting and technical governance while guiding engineering teams through implementation and production deployment
- Collaborate with customers and stakeholders on solution workshops, technical estimations, architecture proposals and RFP/RFI responses

Requirements

- 12–20 years of overall IT experience,



with strong experience in designing and implementing enterprise-scale Amazon Connect / CCaaS solutions, including contact flows, IVR, routing profiles, queues, Contact Lens and call recording
- Proven experience in contact center migrations from legacy platforms such as Avaya, Cisco or Genesys to Amazon Connect, including migration planning and execution
- Expertise in AWS architecture and core services, including Lambda, API Gateway and IAM
- Knowledge of VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch and EventBridge
- Strong experience in end-to-end solution architecture, covering networking, security, scalability, high availability, disaster recovery, RTO/RPO and regional failover strategies
- Hands-on experience with Amazon Lex, Lambda and Amazon Polly, along with Transcribe and Kinesis
- Understanding of enterprise integration architecture, including CRM platforms, hybrid connectivity, cross-account security, performance optimization and troubleshooting
- Proven ability to create HLD/LLD, architecture diagrams and technical solutions, with strong customer-facing consulting and stakeholder management experience

Nice to have

- Hands-on experience with Amazon Bedrock, Generative AI and Agentic AI for intelligent contact center solutions
- Experience implementing Agent Assist, RAG-based knowledge retrieval, conversation summarization and AI-powered self-service
- AWS Certified Solutions Architect – Professional or relevant 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
- 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 perks
- 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