We are seeking a

Senior Amazon Connect Solution Architect to lead the architecture, modernization, integration, and technical governance of an enterprise contact-center platform.

Key Responsibilities

- Own end-to-end

Amazon Connect architecture across voice, chat, IVR, routing, self-service, agent workflows, analytics, and reporting.

- Design secure integrations with

CRM, ITSM, WFM, APIs, data platforms, and AWS services

.

- Lead contact-center migration and modernization from legacy telephony/CCaaS platforms to Amazon Connect.

- Architect customer journeys including contact flows, queues, routing profiles, callbacks, and omnichannel experiences.

- Design AI and automation solutions using

Amazon Lex, Contact Lens, Amazon Q in Connect, and Amazon Bedrock

.

- Establish architecture standards for security, IAM, encryption, monitoring, resiliency, DR, and compliance.

- Provide technical leadership through solution design, implementation, deployment, and production stabilization.

Required Skills





- Strong hands-on architecture experience with

Amazon Connect

.

- Expertise in contact flows, IVR, queues, routing profiles, telephony, AWS Lambda, Amazon Lex, Contact Lens, IAM, CloudWatch, and API integrations

.

- Experience with enterprise contact-center/CCaaS modernization and CRM/ITSM integrations.

- Knowledge of

API Gateway, S3, DynamoDB, Kinesis, KMS, Secrets Manager, CI/CD, Terraform or CloudFormation

.

- Robust architecture governance and stakeholder-management skills.

- 8–10+ years of overall IT experience with substantial solution architecture and Amazon Connect/cloud contact-center delivery experience.

Preferred

- AWS certifications such as

AWS Certified Solutions Architect

.

- Experience with conversational AI, omnichannel routing, WFM integration, and legacy contact-center migration.

📌 Amazon Connect Solution Architect (Vancouver)
🏢 HCLTech
📍 Vancouver