Systems Architect – Amazon Connect

We are seeking a skilled Systems Architect to lead the design and implementation of advanced contact center solutions leveraging Amazon Connect and its integrated services. You will define technical design and make critical decisions for integrations architecture, producing the target state for implementations based on AWS Connect with bring-your-own-telephony capabilities. Responsibilities include designing end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda, and related AWS services, and aligning call routing and handling logic with Salesforce SCV routing requirements. You will implement security best practices within Amazon Connect to ensure compliance and safeguard customer data, define and execute backup and disaster recovery strategies for Connect flows, call recordings, and DynamoDB configurations. Collaboration with DevOps teams to automate deployment of Amazon Connect resources is expected, along with monitoring and enhancing performance to optimize customer service operations. You will also offer recommendations for feature upgrades and process improvements based on Amazon Connect's evolving capabilities.