Contact Center Architect
About this role
This is a remote position.
We’re seeking a Contact Center Architect to lead the design and implementation of Amazon Connect and cloud contact center architectures. 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.
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).
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).
Originally posted on Himalayas