Senior Amazon Connect Solution Architect

Position Summary

The Senior Amazon Connect Solution Architect will be responsible for leading the end-to-end design, implementation, integration, and optimization of Amazon Connect-based contact centre solutions. The role will work closely with business stakeholders, operations teams, technology partners, and client representatives to design scalable omnichannel customer experience solutions leveraging Amazon Connect and the broader AWS ecosystem.

Key Responsibilities

• Lead the architecture, deployment, and configuration of Amazon Connect environments.
• Design end-to-end customer interaction journeys across voice, email, chat, messaging, and digital channels.
• Define IVR architecture, call routing strategies, queue management, workforce integration, and reporting frameworks.
• Lead integration of Amazon Connect with CRM, ticketing, workforce management, and enterprise applications through APIs and middleware.
• Co...