Amazon Connect Architect

5K C&T Services; United States; Remote; USD 83,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Paid holidays

Job summary

5K C&T Services is seeking an Amazon Connect Architect to lead client engagements and design work for a major enterprise. This is a remote, W2 role with a focus on discovery, design workshops, and guiding migrations from legacy contact centers to Amazon Connect.

You will translate business requirements into scalable Connect solutions, craft contact flows, and supervise cross-functional teams including architects, developers, QA, and business stakeholders.

Qualifications

• 5+ years in Amazon Connect design and CTR analysis.
• Experience leading architect or lead design roles.
• Proven client-facing workshop leadership.
• Experience migrating from legacy contact centers to Amazon Connect.
• Strong communication for technical and non-technical stakeholders.

Responsibilities

• Lead client workshops to gather requirements and translate to Connect architecture.
• Architect and guide migrations from legacy platforms to Amazon Connect.
• Design contact flows, routing, queues, profiles, and user management.
• Analyze CTR to troubleshoot and improve CX.
• Customize CCP using the Streams API.
• Design serverless solutions with AWS Lambda and API Gateway.
• Define monitoring, security, scalability, and automation best practices.
• Build reporting using Connect tools and BI platforms.
• Collaborate with architects, developers, QA, and stakeholders and present to leadership.

Skills

Amazon Connect

Architect lead

Stakeholder workshops

AWS Lambda

REST APIs

CTR analysis

Client-facing

Tools

API Gateway

DynamoDB

CloudWatch

Job description

Employment Type: Full-Time W2 (employee of 5K C&T Services).

Must be legally authorized to work in the U.S. with no sponsorship. W2 only, no C2C or 1099.

Compensation: $60 to $65/hour depending on experience and qualifications

Benefits: Health insurance, paid time off, and paid holidays

Location: Remote (Central Time Zone hours). Texas-based candidates preferred. U.S. candidates considered

Start Date: Early November 2026

About the Opportunity

5K C&T Services is looking for an Amazon Connect Architect to lead contact center design work for one of our enterprise clients. This is a client-facing role. You will run discovery and design workshops, translate business requirements into Amazon Connect solutions, and guide the client's teams through migrations from legacy platforms. We need someone who is technically deep and comfortable leading stakeholder conversations.

Key Responsibilities

• Lead client workshops to gather requirements and turn them into Amazon Connect architecture and design.
• Architect and guide migrations from legacy contact center platforms (especially Cisco UCCE/UCCX) to Amazon Connect.
• Design contact flows, routing strategies, queues, routing profiles, and user management.
• Analyze Contact Trace Records (CTR) to troubleshoot call flows and improve customer experience.
• Customize the Contact Control Panel (CCP) using the Amazon Connect Streams API.
• Design serverless, event-driven solutions with AWS Lambda and API Gateway, and integrate with enterprise applications via REST APIs.
• Define monitoring, security, scalability, and automation best practices, including proactive monitoring with Amazon CloudWatch.
• Build reporting and analytics with Amazon Connect reporting tools and BI platforms.
• Work with architects, developers, QA, and business stakeholders, and present designs and recommendations to client leadership.

Required Qualifications

• 5+ years of hands-on Amazon Connect experience, including contact flows, routing, queue management, and CTR analysis.
• Proven experience in an architect or lead design role on Amazon Connect implementations.
• Experience leading client-facing workshops and presenting to technical and non-technical stakeholders.
• Experience migrating from legacy platforms (Cisco UCCE/UCCX, Genesys, NICE, Avaya, or Five9) to Amazon Connect.
• Working knowledge of AWS Lambda and API Gateway, plus serverless and event-driven design.
• Excellent communication skills, with the ability to lead a room.

Preferred Qualifications

• Experience customizing the CCP with the Streams API.
• Working knowledge of DynamoDB, Amazon RDS, S3, and CloudWatch.
• Understanding of IVR design, ACD, WFM, and omnichannel engagement.
• AWS Certified Solutions Architect or AWS Certified Developer.
• Experience with Amazon QuickSight, Power BI, or Tableau and contact center KPIs.
• Experience supporting enterprise-scale cloud contact center implementations.

About 5K C&T Services

5K C&T Services is a specialized consulting and talent solutions firm focused on Customer Experience (CX), Cloud, AI, Digital Transformation, and Enterprise Technology. We partner with organizations to provide highly skilled technology professionals who help deliver strategic business outcomes.