CCaaS Architect - Amazon Connect

EPAM Systems; India; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

EPAM Systems seeks a seasoned CCaaS Architect to steer design and rollout of enterprise-grade Amazon Connect solutions. The role demands 120020 years of IT experience, deep AWS knowledge, and proven track record migrating contact centers from legacy platforms to Amazon Connect.

The candidate will lead end-to-end architecture, define modernization roadmaps, and mentor teams through build-out and go-live while engaging clients in workshops and architecture proposals.

Qualifications

• 120020 years of overall IT background with hands-on architecting and deploying enterprise CCaaS solutions.
• Experience migrating contact centers from legacy systems to Amazon Connect (Avaya/Cisco/Genesys) including planning and execution.
• Deep knowledge of AWS architecture and core services (Lambda, API Gateway, IAM).
• Strong ability to design scalable IVR, contact flows, routing, and omnichannel engagement.

Responsibilities

• Lead architecture, design and deployment of enterprise CCaaS solutions using Amazon Connect and related AWS services.
• Develop roadmaps for contact center modernization and migration to Amazon Connect.
• Design scalable IVR, contact flows, and intelligent routing with conversational AI.
• Build secure, resilient AWS infrastructure including networking, integrations, and disaster recovery.
• Oversee integration architecture across Lambda, API Gateway, Lex, CRM and enterprise systems.
• Conduct architecture reviews, performance tuning, and governance; mentor engineering teams.
• Engage with clients during workshops, scoping, architecture proposals and RFP/RFI responses.

Skills

CCaaS Architecture

AWS Architecture

Enterprise IT

Stakeholder Engagement

Solution Design

Education

AWS Certified Solutions Architect 200 Professional

Bachelor's degree in IT/CS

Tools

Amazon Connect

Lambda

API Gateway

Lex

Polly

Kinesis

S3

DynamoDB

IAM

VPC

Job description

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.

Responsibilities

• Spearhead the complete architecture, design, and deployment of enterprise CCaaS solutions leveraging Amazon Connect and related AWS services
• Develop and implement contact center modernization and migration roadmaps for transitioning from legacy platforms to Amazon Connect
• Design scalable IVR systems, contact flows, intelligent routing, conversational AI, and omnichannel engagement solutions
• Build secure, resilient AWS infrastructure—covering networking, integrations, and disaster recovery—while ensuring performance, compliance, and continuity of operations
• Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM platforms, enterprise systems, and event‑driven services
• Conduct architecture reviews, performance tuning, troubleshooting, and technical governance, while mentoring engineering teams through build‑out and go‑live
• Partner with clients and stakeholders during solution workshops, technical scoping, architecture proposals, and RFP/RFI submissions

Requirements

• 12–20 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 recording
• Demonstrated success migrating contact centers from legacy systems (such as Avaya, Cisco, or Genesys) to Amazon Connect, including both planning and execution phases
• Deep knowledge of AWS architecture and foundational services like Lambda, API Gateway, and IAM
• Familiarity with VPC, Transit Gateway, Direct Connect, S3, DynamoDB, CloudWatch, and EventBridge
• Solid background in end‑to‑end solution architecture, including networking, security, scalability, high availability, disaster recovery, RTO/RPO, and regional failover planning
• Practical experience using Amazon Lex, Lambda, and Amazon Polly, as well as Transcribe and Kinesis
• Strong grasp of enterprise integration architecture—covering CRM systems, hybrid connectivity, cross‑account security, performance tuning, and issue resolution
• Track record of producing HLD/LLD documentation, architecture diagrams, and technical solutions, paired with strong client‑facing consulting and stakeholder engagement skills
• AWS Certified Solutions Architect – Professional certification or an equivalent Amazon Connect credential

Nice to have

• Practical exposure to Amazon Bedrock, Generative AI, and Agentic AI for building intelligent contact center solutions
• Background in deploying Agent Assist, RAG‑based knowledge retrieval, conversation summarization, and AI‑driven self‑service tools
• AWS Certified Solutions Architect – Professional certification or an equivalent Amazon Connect credential