Amazon Connect Architect

Compunnel Inc.; Toronto; On-site; CAD 90,000 - 115,000; Full time

Job summary

Compunnel, Inc. is seeking an experienced Amazon Connect Architect in Toronto, Ontario, who will lead the architectural design and implementation of innovative features released by AWS. The role involves collaborating with business stakeholders to create high-quality customer experiences across channels, focusing on Amazon Connect's end-to-end design, configuration, and new feature delivery.

The ideal candidate should possess hands-on expertise with Amazon Connect and Salesforce integration, along with a solid grasp of serverless development and omnichannel architecture using AWS services. Candidates are expected to have relevant qualifications including a Bachelor's degree.

Qualifications

• Hands-on expertise with Amazon Connect configuration and administration.
• Strong IVR design and skills-based routing knowledge.
• End-to-end omnichannel architecture experience using Amazon Connect and AWS services.

Responsibilities

• Design and document complex integrations between Amazon Connect and AWS services.
• Integrate Amazon Connect with Salesforce CRM.
• Utilize AWS Glue ETL pipelines for data extraction and storage.
• Research and implement AI features in Amazon Connect.
• Create frameworks and best practices for Amazon Connect implementations.
• Translate business needs into technical solutions.

Skills

Amazon Connect configuration and administration

Salesforce CRM integration

Conversational AI

Omnichannel (Voice/Chat/Email/SMS)

Serverless development (AWS Lambda, API Gateway)

Scripting in Node.js or Python

IVR design

Test automation

Education

Bachelor's Degree

Job description

JOB SUMMARY

We are seeking an experienced Amazon Connect Architect to lead the architectural design and implementation of cutting‑edge features released by AWS. This role involves partnering with business stakeholders to deliver seamless, high‑performing customer experiences across multiple channels, with responsibilities strictly limited to Amazon Connect, covering end‑to‑end design, set‑up, and configuration activities, as well as evaluating and delivering new feature requests driven by business requirements.

Key Responsibilities

• Design and document complex integrations between Amazon Connect and other AWS services (Glue, Athena, Lake Formation, Lex, Lambda, etc.).
• Integrate Amazon Connect with Salesforce CRM using modern integration packages such as Service Cloud Voice and SCC‑AC.
• Utilize AWS Glue ETL pipelines to extract Connect Data Lake tables from AWS to Azure for long‑term storage.
• Research and implement AI features such as Conversational IVR, AI‑powered Case Summary, and AI‑agent Contact Evaluation.
• Create and apply frameworks, methods, best practices, and artifacts specific to Amazon Connect implementations.
• Communicate clearly with internal teams and customers, translating business needs into technical solutions.

Required Qualifications

• Hands‑on expertise with Amazon Connect configuration and administration.
• Experience integrating with Salesforce CRM for Agent Desktop.
• Proficiency across Amazon Connect components: Conversational AI, omnichannel (Voice/Chat/Email/SMS), queues, routing profiles, and Amazon QuickSuite.
• Strong IVR design and skills‑based routing knowledge, including best practices for routing and flows.
• Serverless development skills: AWS Lambda, API Gateway.
• Scripting in Node.js or Python for Lambda.
• End‑to‑end omnichannel architecture experience using Amazon Connect and AWS services.
• Test automation and performance validation experience.

Preferred Qualifications

• Architectural design experience.
• Technological evaluation skills.
• Governance and compliance knowledge.

Certifications

• Bachelor's Degree