Architect – Amazon Connect

Raval West; Sacramento (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Raval West is seeking a Principal Cloud Architect to lead the migration of a public-sector contact center from Salesforce Open CTI to Amazon Connect Agent Workspace. You will architect the unified desktop experience for agents and supervisors and define how each program moves without interrupting live operations.

You will drive design reviews, establish AWS standards, and oversee pilot deployments, production cutovers, and a smooth handoff to operations.

Qualifications

• 10+ years designing enterprise technology solutions with proven cloud expertise.
• Hands-on experience building and migrating production Amazon Connect environments.
• Strong knowledge of API Gateway, IAM, CloudWatch, and GitHub-based CI/CD.

Responsibilities

• Assess existing contact flows, queues, routing profiles, and Lambda integrations to plan the migration.
• Design the target Agent Workspace and embedded apps for agents and supervisors.
• Set AWS environment standards and CI/CD pipelines, including monitoring and rollback practices.
• Lead migration waves, pilot deployments, production cutovers, and handoffs to operations.

Skills

AWS architecture

Amazon Connect

Lambda integrations

CI/CD

Public sector

Tools

GitHub Actions

API Gateway

IAM

CloudWatch

Job description

We are seeking a Principal Cloud Architect to lead the technical migration of a public-sector contact center from Salesforce Open CTI to Amazon Connect Agent Workspace. You'll decide how to bring agent and supervisor workflows into one desktop and how to move each program while keeping live contact center operations running.

Responsibilities

• Assess existing contact flows, queues, routing profiles, Lambda integrations, and agent applications. Identify dependencies that must be resolved before retiring the Salesforce CTI adapter.
• Design the target Agent Workspace, including embedded applications, screen pops, authentication, and access for agents and supervisors.
• Set standards for AWS environments and GitHub Actions pipelines, including configuration management, monitoring, release approvals, and rollback.
• Lead technical design reviews, sequence migration waves, and guide engineering teams through pilot deployments, production cutovers, and handoff to operations.

Qualifications

• 10+ years designing enterprise technology solutions, including 5+ years of hands-on AWS architecture.
• Experience architecting production Amazon Connect environments, including Agent Workspace, contact flows, routing, and Lambda integrations.
• Strong knowledge of API Gateway, IAM, CloudWatch, and GitHub-based CI/CD.
• Salesforce Open CTI migration experience preferred
• AWS Certified Solutions Architect - Professional preferred.