AWS Solution Architect – Amazon Connect (AI/IVR)
Location: Remote - USA
Employment Type: Contract Job Summary
We are seeking an experienced AWS Solution Architect with deep expertise in Amazon Connect and modern AI-powered Contact Center solutions. The ideal candidate will have hands-on experience designing and implementing AI Agents within Amazon Connect, building intelligent IVR solutions, and delivering scalable cloud-based customer engagement platforms. This is a niche role requiring strong technical expertise in Amazon Connect along with a solid understanding of contact center architecture and conversational AI.
Required
Skills
8+ years of experience in AWS solution architecture and cloud-native application design.
Strong hands-on experience with Amazon Connect implementation, customization, and administration.
Experience designing and building AI Agents/Bots within Amazon Connect for intelligent IVR and self-service automation.
Expertise in Amazon Lex, AWS Lambda, Amazon Bedrock, or other AI/ML services integrated with Amazon Connect.
Strong understanding of Contact Center technologies including IVR, ACD, call routing, CTI, voice workflows, and omnichannel customer engagement.
Experience integrating Amazon Connect with enterprise applications, REST APIs, CRM platforms (Salesforce, ServiceNow, etc.), and backend systems.
Knowledge of conversational AI, speech recognition, NLP, and voice automation best practices.
Experience with AWS services such as API Gateway, IAM, CloudWatch, DynamoDB, S3, EventBridge, Step Functions, and CloudFormation/Terraform.
Ability to design secure, scalable, and highly available cloud architectures following AWS best practices.
Strong troubleshooting, communication, and stakeholder management skills.
Preferred
Qualifications
AWS Solution Architect Certification (Associate or Professional).
Experience implementing Generative AI capabilities within Amazon Connect.
Knowledge of Contact Lens, Amazon Q, or AI-powered customer experience solutions.
Experience in Agile environments and DevOps practices. Key Responsibilities
Design and architect enterprise-grade Amazon Connect contact center solutions.
Develop and deploy AI-powered virtual agents and intelligent IVR workflows using Amazon Connect.
Integrate Amazon Connect with enterprise applications, AI services, and backend systems.
Define scalable, secure, and highly available cloud architectures on AWS.
Optimize customer journeys through automation, conversational AI, and self-service capabilities.
Collaborate with business stakeholders, product owners, and engineering teams to deliver innovative contact center solutions.
Provide technical leadership, architecture guidance, and best practices for Amazon Connect implementations.