Senior Amazon Connect Architect: IVR, AI & CRM

Tata Consultancy Services; Johnston (RI); On-site; USD 150,000 - 197,000; Full time

Benefits offered by this job

Discretionary incentive

Medical coverage

Parental leaves

Insurance options

Commuter benefits

Training reimbursement

Vacation & holidays

Job summary

Tata Consultancy Services in the United States is seeking a senior AWS/Contact Center Architect to lead Amazon Connect implementations for voice, chat, and IVR. You will shape enterprise solutions and drive modernization in collaboration with business and tech teams.

Applicants should have deep Amazon Connect expertise, extensive AWS service knowledge, and proven experience integrating CRM platforms. This role demands security and compliance focus across multi-channel contact center environments.

Qualifications

• Deep expertise in Amazon Connect Architecture and Solution Design.
• Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM.
• Experience with IVR design, intelligent routing, CTI integrations, and omnichannel contact center solutions.
• Knowledge of REST APIs, microservices, event-driven architectures, and cloud-native application design.
• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or similar systems.
• Strong understanding of security, authentication, compliance, and enterprise architecture principles.

Responsibilities

• Architect and design enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel customer engagement.
• Define contact center modernization and cloud migration strategies.
• Design integrations with CRM, customer data platforms, workforce management, and enterprise applications.
• Develop architecture for conversational AI, virtual assistants, voice bots, and self-service solutions.
• Establish security, compliance, resiliency, and operational standards for contact center platforms.
• Provide technical leadership, solution governance, and architecture oversight throughout project delivery.
• Collaborate with business stakeholders, product owners, development teams, and vendors to align solutions with business objectives.

Skills

Amazon Connect architecture

IVR design & routing

CTI integrations

REST & microservices

Security & governance

Enterprise architecture

Education

Bachelor's degree in Computer Science

Tools

Amazon Connect

Salesforce/ServiceNow CRM

AWS services (Lambda, API Gateway, DynamoDB, S3)

Job description

Tata Consultancy Services in the United States is seeking a senior AWS/Contact Center Architect to lead Amazon Connect implementations for voice, chat, and IVR. You will shape enterprise solutions and drive modernization in collaboration with business and tech teams.

Applicants should have deep Amazon Connect expertise, extensive AWS service knowledge, and proven experience integrating CRM platforms. This role demands security and compliance focus across multi-channel contact center environments.