CCaaS Architect - Amazon Connect

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 – Professional certification or an equivalent Amazon Connect credential