Contact Center Architect

This role focuses on translating client requirements into scalable, secure, and high-performance solutions across AWS, Salesforce Service Cloud Voice, and Agentforce environments.

Key Responsibilities

• Design and lead Amazon Connect implementations from discovery to deployment.

• Conduct business process reviews, ROI analyses, and architecture planning sessions.

• Create solution blueprints for voice, chat, and omnichannel experiences.

• Lead technical teams to deliver projects aligned with client and industry best practices.

• Collaborate with stakeholders to ensure business and technical alignment.

• Mentor developers and support engineers to ensure project success.

• Advocate for innovation and cloud adoption within contact center ecosystems.

Requirements

Requirements

• 5+ years designing and implementing cloud-based contact center solutions.

• Hands-on experience with AWS Lambda, Lex, API Gateway, CloudFormation, and related services.

• Strong understanding of CRM and WFM integrations, SIP, VoIP, WebRTC, and contact routing.

• Excellent communication and client engagement skills.

• Experience leading technical delivery teams and enterprise-scale projects.

• Certifications: AWS Solution Architect (Associate or Professional).

• Preferred: Salesforce Administrator certification; pre-sales or solution consulting experience.

• English: Advanced (C1 ideal).