Description

We are looking for an experienced Solution Architect specialising in Amazon Connect to design, build, and optimise cloud-based contact centre solutions for our Singapore operations. The successful candidate will lead the technical architecture and implementation of Amazon Connect and its supporting AWS ecosystem, ensuring scalable, secure, and highly available contact centre solutions that deliver seamless omnichannel customer experiences. This role requires deep technical expertise combined with strong stakeholder engagement skills to translate business requirements into robust technical designs

Key Responsibilities

Solution Architecture & Design

• Design end-to-end contact centre solutions on Amazon Connect, including voice, chat, and omnichannel workflows, IVR/call flows, routing profiles, queues, and contact flows.
• Architect integrations between Amazon Connect and CRM, WFM, ticketing, and other enterprise systems (e.g., Salesforce, ServiceNow, Genesys migration scenarios).
• Define solution architecture leveraging AWS services such as Lambda, Lex, Polly, Connect Contact Lens, Amazon Kinesis, DynamoDB, S3, API Gateway, EventBridge, and CloudWatch.
• Design and implement Contact Lens for conversational analytics, sentiment analysis, and real-time agent assist capabilities.
• Develop solutions for chatbots and virtual agents using Amazon Lex and integrate with generative AI capabilities (e.g., Amazon Q in Connect / Bedrock) where applicable.
• Produce architecture documentation, including high-level design (HLD), low-level design (LLD), data flow diagrams, and integration specifications.

Implementation & Delivery

• Lead technical delivery of Amazon Connect implementations, migrations, and enhancements
• Configure and customise Amazon Connect instances, security profiles, hours of operation, quick connects, and contact flow modules.
• Develop and oversee development of Lambda functions (Node.js/Python) supporting dynamic call routing, CRM screen-pop, and data lookups.
• Ensure solutions comply with security, data privacy (e.g., PDPA), and compliance requirements relevant to Singapore and regional regulations.
• Conduct technical feasibility studies, proof-of-concepts (POCs), and vendor/tool evaluations for new contact centre capabilities.

Stakeholder Engagement & Governance

• Act as the primary technical advisor to business stakeholders, translating customer experience and operational requirements into scalable technical solutions.
• Collaborate with Contact Centre Operations, IT Infrastructure, Security, and third-party vendors/system integrators to ensure smooth solution delivery.
• Provide technical leadership and mentorship to developers, engineers, and junior architects on the team.
• Define and enforce architecture standards, best practices, and governance for Amazon Connect deployments.
• Support project management activities including solution estimation, technical risk assessment, and implementation roadmaps.

Support & Optimisation

• Monitor solution performance, troubleshoot production issues, and drive continuous improvement of contact centre technology.
• Optimise cost, scalability, and reliability of AWS-based contact centre infrastructure.
• Stay current with AWS and Amazon Connect product roadmap, new features, and industry best practices, recommending adoption where beneficial.

Requirements

Qualifications

• Minimum 8 years of experience in solution architecture or technical leadership roles, with at least 3-5 years of hands-on experience specifically with Amazon Connect.
• AWS Certification strongly preferred (e.g., AWS Certified Solutions Architect - Associate/Professional, AWS Certified Developer).

Technical Skills

• Deep hands-on expertise with Amazon Connect architecture, contact flows, routing logic, and administration.
• Strong working knowledge of AWS services: Lambda, Lex, Polly, Connect Contact Lens, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, Kinesis, IAM.
• Proficiency in programming/scripting languages such as Python, Node.js, or Java for Lambda function development.
• Experience integrating Amazon Connect with CRM platforms (Salesforce Service Cloud, Microsoft Dynamics) and workforce management tools.
• Familiarity with CI/CD pipelines, Infrastructure as Code (CloudFormation/Terraform/CDK), and DevOps practices for contact centre deployments.
• Understanding of telephony concepts (SIP, PSTN, carrier connectivity) and prior experience migrating from legacy PBX/ACD systems (e.g., Avaya, Cisco, Genesys) is highly advantageous.
• Knowledge of security best practices, data privacy regulations (PDPA), and compliance requirements for contact centres in Singapore/APAC.
• Exposure to AI/ML-driven CX capabilities (chatbots, sentiment analysis, generative AI agent assist) is a strong plus.