Amazon Connect Solution Architect

We are looking for an experienced Amazon Connect Solution Architect to lead the architecture and technical design of an enterprise contact centre transformation initiative. The role involves designing scalable, secure and resilient contact centre solutions across voice, chat and future digital channels using Amazon Connect and AWS services.

The ideal candidate should have strong hands-on expertise in Amazon Connect architecture, AWS integrations, cloud security, conversational AI and enterprise solution design.

Mandatory Skills

Amazon Connect architecture and contact centre design.

Amazon Connect Cases, Customer Profiles and Contact Lens.

AWS Lambda, Amazon API Gateway, Amazon S3 and Amazon DynamoDB.

Salesforce integration with Amazon Connect.

REST APIs, Web Services and OAuth 2.0 authentication.

AWS DevOps services and deployment practices.

Git, CI/CD concepts and code review processes.

Low-Level Design (LLD) and technical architecture documentation.

Good to Have Skills

AWS Well-Architected Tools.

Performance monitoring using AWS CloudWatch and Azure Cloud Monitor.

Cloud-native testing and monitoring.

Amazon Q in Connect, Amazon Bedrock and Lex V2.

AWS Certified Solutions Architect Professional certification.

Experience with Salesforce Service Cloud, Cognigy or similar platform migrations.

Analytics tools such as Athena, QuickSight, Power BI or Tableau.

Retail and e-commerce customer service domain knowledge.

Key Responsibilities

Define current-state transition and target-state architecture across voice, chat and future digital channels.

Design Amazon Connect instances, telephony, contact flows, queues, routing profiles, CCP, Customer Profiles, Cases, Contact Lens and analytics capabilities.

Architect conversational AI solutions using Amazon Q in Connect and Amazon Bedrock, including prompts, knowledge retrieval, guardrails, escalation and human handoff.

Define multi-region architecture, market isolation, language localisation, resiliency, capacity and disaster recovery.

Design Lambda and API integration patterns for order lookup, OMS, membership, identity and Salesforce integration.

Own security architecture covering Azure AD, SAML federation, IAM, KMS, Secrets Manager, CloudTrail, PII/PCI redaction and auditability.

Establish Infrastructure as Code, CI/CD, environment isolation and controlled production rollout practices.

Lead non-functional design covering availability, latency, observability, scalability, supportability, cost and compliance.

Prepare solution architecture documents, data-flow diagrams, interface contracts and architecture decision records.

Guide technical leads, developers and QA teams through design reviews and resolve cross-system technical risks.

Must-Have Experience

Deep hands-on knowledge of Amazon Connect architecture, contact flows, routing, CCP, Customer Profiles, Cases and Contact Lens.

Experience designing conversational AI solutions using Amazon Q in Connect, Amazon Bedrock, Lex V2, knowledge bases and guardrails.

Strong AWS integration and security architecture experience across Lambda, API patterns, VPC networking, IAM, KMS, S3, CloudWatch and Secrets Manager.

Experience with multi-region enterprise platforms, data residency, privacy, SSO and regulated customer data.

Ability to communicate architecture decisions to business, security, cloud platform and engineering stakeholders.

Pay

₹600,000.00 - ₹2,600,000.00 per year

Application Question(s)

By applying, you agree that your resume and personal details may be stored securely for up to 2 years for recruitment purposes.

Work Location

Hybrid remote in Bengaluru, Karnataka