Amazon Connect / AWS Contact Center Architect

Job Summary

We are looking for an experienced professional with strong hands-on expertise in designing, implementing, and deploying Amazon Connect-based contact center solutions on AWS. The role involves building scalable, secure, and automated contact center architectures integrated with enterprise systems and CRM platforms.

Key Responsibilities

• Design and implement Amazon Connect architecture and end-to-end contact center solutions
• Develop and manage contact center workflows including IVR design and call routing strategies
• Integrate AWS services such as Lambda, API Gateway, IAM, and CloudWatch to build scalable solutions
• Work on CRM integrations with platforms like Salesforce and ServiceNow
• Implement telecom-based solutions using SIP, VoIP, and PSTN technologies
• Build automation solutions using Infrastructure as Code (Terraform and CloudFormation)
• Support CI/CD pipelines and deployment automation for cloud-based applications
• Collaborate with stakeholders to gather requirements and deliver technical solutions
• Ensure best practices in software engineering, solution architecture, and system design

Mandatory Skills

• Strong hands-on experience with AWS Infrastructure (IaaS)
• Expertise in CI/CD architecture and DevOps practices
• ServiceNow ITSM implementation experience
• Strong understanding of SOA and Microservices-based architecture
• Experience in software engineering and solution design architecture
• Hands-on experience with Amazon Connect and AWS Contact Center solutions
• Knowledge of AWS services: Lambda, API Gateway, IAM, CloudWatch

Good to Have Skills

• Salesforce Marketing Cloud / Campaign Operations experience
• ServiceNow ITOM, Event Management, and Functional Testing
• Advanced ServiceNow module knowledge (ITSM and other modules)
• Hands-on experience with Terraform and CloudFormation
• Experience in CRM integrations and enterprise contact center ecosystems

Soft Skills

• Strong problem-solving and analytical skills
• Excellent stakeholder communication and collaboration abilities
• Ability to work in a fast-paced, enterprise-scale environment

Mandatory Skills : AWS Iaas, CI/CD Architecture, ServiceNow ITSM, SOA and Microservices Based Architecture, Software Engineering and Design Architecture

Good to Have Skills : Salesforce Marketing Cloud Campaign Operations, ServiceNow(ITOM ITSM and other) Functional Testing, ServiceNow-Event Management, Terraform