Amazon Connect Architect (PAN India)

Location: Bengaluru/PAN India

Years of Experience: 12-15 Years

Prerequisite skills: AWS Certified Solutions Architect or Amazon Connect accreditation

Job Description:

Job Summary: We are seeking an experienced Amazon Connect Architect with 12 - 15 years of experience to design, develop, and implement scalable and reliable cloud-based contact center solutions using Amazon Connect and AWS ecosystem services. You will play a key role in translating business needs into technical solutions and lead implementation across clients or business units. 

Key Responsibilities: 

• Architect and design contact center solutions using Amazon Connect and AWS services like Lambda, Lex, DynamoDB, S3, and CloudWatch.
• Lead the end-to-end implementation and configuration of Amazon Connect.
• Integrate Amazon Connect with CRMs (Salesforce, ServiceNow, etc.), ticketing systems, and third-party tools.
• Define call flows, IVR designs, routing profiles, and queue configurations.
• Implement Contact Lens, real-time metrics, and historical reporting.
• Collaborate with cross-functional teams (developers, business analysts, project managers).
• Create technical documentation, diagrams, and handoff materials.
• Stay updated on AWS best practices and new Amazon Connect features.
• Provide technical leadership and mentorship to development/support teams. 
• Required Skills: Proven experience designing and deploying Amazon Connect solutions
• Strong hands-on knowledge of AWS Lambda, IAM, S3, DynamoDB, Kinesis, and CloudFormation
• Experience with Amazon Lex and AI/ML for voice bots
• Proficiency in programming/scripting (JavaScript, Node.js)
• Familiarity with CRM integrations (especially Salesforce Service Cloud Voice)
• Understanding of telephony concepts: SIP, DID, ACD, IVR, CTI
• Experience with CI/CD pipelines and version control (Git)
• Strong documentation and communication