Contact Center Architect

Xnrsolutions; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

A leading cloud solutions provider is seeking a Contact Center Architect to lead and implement Amazon Connect and cloud contact center solutions. This remote role requires extensive experience with AWS services and the ability to collaborate with stakeholders while advocating innovation in contact center ecosystems. Candidates should have strong communication skills and proven certifications in AWS.

Qualifications

• 5+ years designing cloud-based contact center solutions.
• Hands-on experience with AWS services relevant to the contact center.
• Experience leading technical delivery teams.

Responsibilities

• Lead Amazon Connect implementations from discovery to deployment.
• Conduct business process reviews and architecture planning sessions.
• Create solution blueprints for voice, chat, and omnichannel experiences.

Skills

AWS Connect architecture experience

CRM and WFM integrations

Excellent communication skills

Education

AWS Solution Architect certification (Associate or Professional)

Tools

AWS Lambda

Salesforce Service Cloud Voice

API Gateway

CloudFormation

Job description

• Work Experience 3+ years of AWS Connect architecture experience
• Remote Job

Job Description

This is a remote position.

We’re seeking a Contact Center Architect to lead the design and implementation of Amazon Connect and cloud contact center architectures.

This role focuses on translating client requirements into scalable, secure, and high-performance solutions across AWS, Salesforce Service Cloud Voice, and Agentforce environments.

Key Responsibilities

Design and lead Amazon Connect implementations from discovery to deployment.

Conduct business process reviews, ROI analyses, and architecture planning sessions.

Create solution blueprints for voice, chat, and omnichannel experiences.

Lead technical teams to deliver projects aligned with client and industry best practices.

Collaborate with stakeholders to ensure business and technical alignment.

Mentor developers and support engineers to ensure project success.

Advocate for innovation and cloud adoption within contact center ecosystems.

Requirements

Requirements

5+ years designing and implementing cloud-based contact center solutions.

Hands-on experience with AWS Lambda, Lex, API Gateway, CloudFormation, and related services.

Strong understanding of CRM and WFM integrations, SIP, VoIP, WebRTC, and contact routing.

Excellent communication and client engagement skills.

Experience leading technical delivery teams and enterprise-scale projects.

Certifications: AWS Solution Architect (Associate or Professional).

Preferred: Salesforce Administrator certification; pre-sales or solution consulting experience.