We are seeking an experienced Amazon Connect Architect to lead the design, implementation, and optimization of enterprise contact center solutions built on Amazon Connect. This role will focus on end-to-end architecture, configuration, integration, and deployment of advanced customer engagement capabilities, leveraging the latest AWS innovations in AI and omnichannel customer experiences. The ideal candidate will have strong expertise in Amazon Connect, Salesforce integration, AWS serverless technologies, and omnichannel contact center architecture.

Key Responsibilities: Design, develop, and implement scalable sale solutions to support voice, chat, email, and SMS channels. Architect and document integrations between Amazon Connect and AWS services including AWS Lambda, Amazon Lex, Glue, Athena, Lake Formation, API Gateway, and other cloud-native services. Lead the integration of Amazon Connect with Salesforce CRM using solutions such as Service Cloud Voice and SCC-AC. Evaluate, design, and deploy advanced AI-driven capabilities including: Conversational IVR, AI-powered Case Summaries, Automated Contact Evaluation , Intelligent Customer Routing Configure and optimize queues, routing profiles, contact flows, and skills-based routing strategies. Develop serverless solutions using AWS Lambda and Python to support business and integration requirements. Support data integration initiatives, including AWS Glue ETL processes and customer interaction data management. Establish Amazon Connect implementation standards, frameworks, best practices, and governance processes. Conduct performance testing, validation, and automation activities to ensure reliability and scalability. Collaborate with business stakeholders, product teams, and technical teams to translate business requirements into effective technical solutions. Evaluate emerging AWS and Amazon Connect capabilities and recommend adoption strategies.

Required Qualifications Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. Hands-on experience with Amazon Connect configuration, administration, and solution delivery. Experience implementing Conversational IVR and AI-enabled customer experience solutions. Strong experience integrating Amazon Connect with Salesforce CRM platforms. Expertise in omnichannel contact center architecture, including Voice, Chat, Email, and SMS. Strong understanding of routing strategies, contact flows, queues, and routing profiles. Experience developing serverless applications using AWS Lambda and API Gateway. Proficiency in Python scripting for automation and integrations. Experience with test automation, performance validation, and quality assurance practices. Strong communication skills with the ability to work directly with business and technical stakeholders.

Nice-to-Have Qualifications: Enterprise architecture and solution design experience. Experience evaluating and implementing emerging cloud technologies. Knowledge of governance, compliance, and cloud security best practices. Exposure to AWS Glue, Athena, Lake Formation, and data lake architectures. AWS or Amazon Connect certifications.

The Company offers a total rewards package in accordance with all applicable federal, provincial, and local laws and requirements. Benefit eligibility and offerings vary based on role, employment status, and work location.

For contractor positions, benefits are limited to those entitlements and protections required by applicable law, which may include (as applicable) vacation pay, public holidays, leaves of absence, and other legally mandated benefits or payments.

AI Disclosure: We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications. These tools are used to enhance consistency and efficiency. All hiring decisions involve human review and are not based solely on automated processing.

About Us: Collabera is a leading Digital Solutions company providing software engineering solutions to the world’s most tech-forward organizations. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500.

With Collabera, you

• Will get to work on numerous challenging and exciting projects, including UI/UX transformation, Blockchain, AI/Data Science, Cloud migrations, Cyber-Security and Engineering.
• At Collabera you have 80% chances of project extension or redeployment to other clients
• Will have endless opportunities to learn new technologies through our inhouse Training arm – Cognixia.