Solution Architect (Amazon Connect)

Job Title: Solution Architect – Amazon Connect / Voice (UCC Tools)

Location: Seattle, WA (Hybrid)
Experience Required: 15+ Years

Job Summary:

We are seeking an experienced Solution Architect with strong Amazon Connect and AWS Contact Center expertise to design scalable, secure, and high-performing cloud voice solutions. The ideal candidate will work with business, product, and engineering teams to define contact center architecture, optimize customer experiences, and lead AWS modernization initiatives.

Required Skills:

Amazon Connect – Hands-on experience designing and implementing cloud contact center solutions.
AWS Architecture – Strong knowledge of AWS services, security, scalability, and best practices.
AWS Lambda & Lex – Experience integrating serverless services and conversational AI solutions.
Connect Flows & IVR Design – Ability to build call routing, self-service, and customer journey solutions.
Contact Lens – Experience with Amazon Connect analytics and customer interaction insights.
API Integrations – Experience integrating Amazon Connect with enterprise applications.
Solution Architecture – Strong experience creating architecture designs, roadmaps, and technical documentation.
Contact Center Transformation – Experience leading migration and modernization initiatives.

Key Responsibilities:

Design end-to-end Amazon Connect architectures aligned with business goals.
Define contact center strategies with business stakeholders and engineering teams.
Develop scalable, secure, and highly available AWS voice solutions.
Design IVR, routing, self-service workflows, and customer experience improvements.
Recommend AWS services and integrations to enhance omnichannel engagement.
Lead architecture reviews, technical discussions, and modernization efforts.
Ensure solutions follow AWS security, governance, and compliance standards.
Provide technical leadership during implementation and migration projects.
Create architecture documentation and present solutions to technical and executive teams.

Must Have:

15+ years of IT experience with strong Solution Architecture background.
Deep expertise in Amazon Connect and AWS Contact Center solutions.
Experience designing enterprise-level cloud voice platforms.
Strong communication and stakeholder management skills.