Amazon Connect Architect (AWS)

Daythree; Subang Jaya; On-site; MYR 120,000 - 240,000; 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, conversational AI, automation, and CX transformation for enterprise clients.

The ideal candidate combines strong technical implementation skills with customer experience knowledge

Qualifications

• 7+ years of contact center 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 center platforms is advantageous.
• AWS Solutions Architect Associate or Professional certification is preferred.

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 the 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, DynamoDB, Kinesis, CloudWatch, SNS/SQS.
• Design 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 (UAT), go‑live activities, and post-implementation optimization.
• Mentor junior implementation engineers and developers.

Skills

AWS expertise

Cloud architecture

Contact center design

IVR design

APIs integration

CRM integration

Speech analytics

Automation

Tools

AWS Lambda

Amazon Lex

Amazon Connect

Amazon S3

DynamoDB

Kinesis

CloudWatch

SNS/SQS

Salesforce

Microsoft Dynamics

Zendesk

ServiceNow

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 the 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/SQS
• Design 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 (UAT), go‑live activities, and post-implementation optimization.
• Mentor junior implementation engineers and developers.

Preferred Experience

• 7+ years of Contact Center 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 center platforms is advantageous.
• AWS Solutions Architect Associate or Professional certification is preferred.