CCaaS Architect - Amazon Connect

EPAM Systems; Hyderabad; On-site; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Health benefits

Retirement benefits

Paid time off

Flexible benefits

Knowledge sharing opportunities

Relocation opportunities

Job summary

EPAM Systems is seeking a seasoned CCaaS Architect to design and roll out Amazon Connect solutions in Hyderabad. Lead architecture, IVR, routing, and CRM integrations while ensuring security, scalability, and disaster recovery.

You will mentor teams, collaborate with stakeholders, and guide migrations from legacy contact centers, leveraging AWS services like Lambda, API Gateway, Lex, and IAM. Strong client-facing skills are essential.

Qualifications

• 12–20 years in IT with enterprise CCaaS experience.
• Hands-on architecting Amazon Connect/CCaaS solutions incl. IVR, routing, queues, and contact flows.
• Migration of contact centers from legacy systems to Amazon Connect.
• Strong AWS architecture knowledge incl. networking, security, scalability, DR and RTO/RPO.

Responsibilities

• Lead architecture, design and deployment of enterprise CCaaS on AWS.
• Develop modernization and migration roadmaps for contact centers.
• Design scalable IVR systems, contact flows, routing, and omnichannel engagement.
• Oversee integration architecture with CRM, Lambda, API Gateway, and data services.
• Mentor engineering teams and drive go-live readiness.
• Engage with clients during solution workshops, scoping and RFP responses.

Skills

CCaaS architecture

Amazon Connect

IVR design

Routing & queues

Stakeholder engagement

Education

AWS Certified Solutions Architect – Professional

Tools

AWS

Lambda

API Gateway

IAM

VPC

Direct Connect

S3

DynamoDB

CloudWatch

EventBridge

Job description

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.We are looking for a seasoned CCaaS Architect to drive the design and rollout of enterprise-grade Amazon Connect solutions. The successful candidate should have 12–20 years of broad IT experience, with strong knowledge of contact center modernization, AWS architecture, and large-scale CCaaS migrations.ResponsibilitiesSpearhead the complete architecture, design, and deployment of enterprise CCaaS solutions leveraging Amazon Connect and related AWS servicesDevelop and implement contact center modernization and migration roadmaps for transitioning from legacy platforms to Amazon ConnectDesign scalable IVR systems, contact flows, intelligent routing, conversational AI, and omnichannel engagement solutionsBuild secure, resilient AWS infrastructure—covering networking, integrations, and disaster recovery—while ensuring performance, compliance, and continuity of operationsOversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise systems, and event-driven servicesConduct architecture reviews, performance tuning, troubleshooting, and technical governance, while mentoring engineering teams through build-out and go-livePartner with clients and stakeholders during solution workshops, technical scoping, architecture proposals, and RFP/RFI submissionsRequirements12–20 years of overall IT background, with hands-on expertise in architecting and deploying enterprise-level Amazon Connect/CCaaS solutions—spanning contact flows, IVR, routing profiles, queues, Contact Lens, and call recordingDemonstrated success migrating contact centers from legacy systems (such as Avaya, Cisco, or Genesys) to Amazon Connect, including both planning and execution phasesDeep knowledge of AWS architecture and foundational services like Lambda, API Gateway, and IAMFamiliarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch, and EventBridgeSolid background in end-to-end solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO, and regional failover planningPractical experience using Amazon Lex, Lambda, and Amazon Polly, as well as Transcribe and KinesisStrong grasp of enterprise integration architecture—covering CRM systems, hybrid connectivity, cross-account security, performance tuning, and issue resolutionTrack record of producing HLD/LLD documentation, architecture diagrams, and technical solutions, paired with strong client-facing consulting and stakeholder engagement skillsNice to havePractical exposure to Amazon Bedrock, Generative AI, and Agentic AI for building intelligent contact center solutionsBackground in deploying Agent Assist, RAG-based knowledge retrieval, conversation summarization, and AI-driven self-service toolsAWS Certified Solutions Architect – Professional certification or an equivalent Amazon Connect credentialWe offerOpportunity to work on technical challenges that may impact across geographiesVast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certificationsOpportunity to share your ideas on international platformsSponsored Tech Talks & HackathonsUnlimited access to LinkedIn learning solutionsPossibility to relocate to any EPAM office for short and long-term projectsFocused individual developmentBenefit package:Health benefitsRetirement benefitsPaid time offFlexible benefitsForums to explore beyond work passion (CSR, photography, painting, sports, etc.)