Amazon Connect Architect (AWS)

Daythree; Shah Alam; On-site; MYR 120,000 - 180,000; Full time

Job summary

Daythree is seeking an experienced AWS Amazon Connect & Contact Center AI Engineer to design, implement, deploy, and optimize cloud-based customer engagement solutions using Amazon Connect, Contact Lens, and AWS AI services. The role focuses on delivering scalable omnichannel contact center solutions, speech analytics, and automation for enterprise clients.

The ideal candidate combines strong technical implementation skills with customer experience knowledge and hands-on expertise in AWS

Qualifications

• 7+ years in contact centre technology.
• 3+ years hands-on Amazon Connect implementation.
• Strong knowledge of IVR design and omnichannel engagement.
• Experience integrating CRM platforms (Salesforce, Dynamics, Zendesk, ServiceNow).
• Amazon Connect cert is highly preferred; AWS certification preferred.

Responsibilities

• Lead the architecture, deployment, and configuration of Amazon Connect environments.
• Design end-to-end journeys across voice, email, chat, and digital channels.
• Define IVR architecture, routing, queue management, and reporting.
• Integrate Connect with CRM/workforce systems via APIs and middleware.
• Configure AWS services (Lambda, Lex, S3, DynamoDB, Kinesis, CloudWatch, SNS/SQS).
• Provide governance on security and best practices throughout implementation.
• Lead solution workshops and architecture reviews with clients.
• Support go-live activities and post-implementation optimization.
• Mentor junior implementation engineers.

Education

AWS Certified Architect (Associate/Professional)

Tools

AWS Lambda

Amazon Lex

Amazon S3

Amazon DynamoDB

Amazon Kinesis

CloudWatch

SNS/SQS

CRM API Integration

Job description

Daythree is seeking an experienced AWS Amazon Connect & Contact Center AI Engineer to design, implement, deploy, and optimize cloud-based customer engagement solutions using Amazon Connect, Contact Lens, and AWS AI services.The role focuses on delivering scalable omnichannel contact center solutions, speech analytics, conversational AI, automation, and customer experience transformation initiatives for enterprise clients.The ideal candidate combines strong technical implementation skills with customer experience knowledge and hands-on expertise in AWS cloud services, contact center technologies, and infrastructure automation.

Key Responsibilities

• Lead the architecture, deployment, and configuration of Amazon Connect environments.
• Design end-to-end customer interaction journeys across voice, email, chat, messaging, and digital channels.
• Define IVR architecture, call routing strategies, queue management, workforce integration, and reporting frameworks.
• Lead integration of Amazon Connect with CRM, ticketing, workforce management, and enterprise applications through APIs and middleware.
• Configure and optimize AWS services supporting Amazon Connect, including: * AWS Lambda* Amazon Lex* Amazon S3* Amazon DynamoDB* Amazon Kinesis* Amazon CloudWatch* Amazon SNS/SQSDesign omnichannel customer engagement workflows and agent desktop experiences.
• Provide technical governance, security, compliance, and best-practice guidance throughout implementation.
• Conduct solution workshops, requirement gathering sessions, and architecture reviews with clients.
• Support user acceptance testing, go-live activities, and post-implementation optimization.
• Mentor junior implementation engineers and developers.

Preferred Experience

• 7+ years of Contact Centre Technology experience.
• 3+ years of hands-on Amazon Connect implementation experience.
• Strong knowledge of IVR design, ACD routing, omnichannel engagement, and customer journey orchestration.
• Experience integrating CRM platforms such as Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, or proprietary CRM systems.
• Familiarity with Genesys, NICE CXone, Cisco, Avaya, or other contact centre platforms is advantageous.
• AWS Solution Architect Associate or Professional certification preferred key Skills
• Amazon Connect Certificate is a MUST

Amazon Connect ArchitectureAWS Cloud ServicesOmnichannel Contact Centre DesignAPI IntegrationConversational AI & Amazon LexContact Centre OperationsSolution ConsultingStakeholder ManagementTechnical Leadership