About the role
Job Title- Amazon Connect Solution Architect
Role Summary
Own the endtoend solution architecture for a secure scalable multiregion Amazon Connect transformation Translate customer service strategy into targetstate architecture spanning channels AI selfservice agent experience customer profiles case management integrations analytics security data residency and DevOps
Key Responsibilities
- Define currentstate transition and targetstate 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 data lake capabilities
- Architect Amazon Q in Connect and Amazon Bedrockbased AI agent patterns including prompts knowledge retrieval tool registry guardrails escalation and human handoff
- Define multiregion hub architecture geoaffinity market isolation language localization resiliency capacity and disasterrecovery principles
- Design Lambda and API integration patterns for order lookup OMS writes membership identity and Salesforce transition including VPC and nonVPC deployment choices
- Own security architecture covering Azure AD SAML federation IAM least privilege KMS encryption Secrets Manager CloudTrail PIIPCI redaction and auditability
- Establish IaC CICD environment isolation and controlled production rollout patterns with architecture review gates
- Lead nonfunctional design for availability latency observability scalability supportability cost and compliance
- Produce solution architecture documents dataflow diagrams interface contracts architecture decisions and implementation guardrails
- Guide Technical Leads Developers and QA review designs and remove crosssystem technical risks
MustHave Skills and Experience
- Deep handson 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 across Lambda API patterns VPC networking IAM KMS S3 CloudWatch and Secrets Manager
- Experience with multiregion enterprise platforms data residency privacy SSO and regulated customer data
- Ability to communicate architecture decisions to business security cloud platform and engineering stakeholders
Preferred NicetoHave
- AWS Certified Solutions Architect Professional or equivalent expertise
- Experience migrating Salesforce Service CloudCognigy or comparable platforms to Amazon Connect
- Retailecommerce customer service knowledge including WISMO returns exchanges and cancellations
- Experience with analytics platforms such as Athena QuickSight Power BI or Tableau
Expected Deliverables
- Approved targetstate architecture and transition roadmap
- Architecture decision records NFRs security model and integration patterns
- Reusable reference patterns for AI tools flows environments and regional hubs
- Technical governance with risks dependencies and design compliance tracked to closure
Indicative Success Measures
- Architecture decisions completed within sprintrelease timelines
- No critical security or compliance gaps at production readiness review
- Reduction in duplicated channelspecific components and rework
- Target availability responsetime and releasequality objectives achieved
Key Working Relationships
- Business and market customerservice stakeholders operations and BPO teams
- Product Owner Solution Architect Technical Lead Developers QA and DevOpsSRE
- AWS cloud platform security privacy identity dataanalytics and enterprise integration teams