AWS Solutions Architect

Job Title : AWS Solutions Architect Contact Center / Amazon Connect

Location : Washington, DC (Hybrid on-site 3x / week)

Duration : 12 Months Contract

Job Summary

We are seeking an experienced AWS Solutions Architect to design, implement, and optimize cloud-based contact center solutions leveraging Amazon Connect . The role requires hands-on expertise in AWS services, AI / chatbots, cloud integrations, and system automation , ensuring reliable, scalable, and high-performing customer engagement platforms.

Key Responsibilities Design & Implementation

Architect, document, and implement contact flows in Amazon Connect for dynamic and optimized call routing.

Develop and deploy chatbots and conversational AI to automate customer interactions.

Configure and maintain Amazon Connect instances , including user profiles, routing profiles, and security profiles.

Metrics & Reporting

Ensure collection of all metrics required for KPI management within Amazon Connect.

Configure and maintain custom dashboards and reports using Amazon Connect and QuickSight.

Monitor and analyze data from CloudWatch and other monitoring tools to identify performance trends.

Integration & Optimization

Design and implement integrations between Amazon Connect and other systems , including CRM and backend platforms using AWS Lambda, DynamoDB, S3, and other services.

Continuously review and enhance designs to improve operational efficiency, reliability, and availability .

Outbound Campaigns & Surveys

Configure and manage outbound voice campaigns and customer surveys.

Ensure compliance with regulatory requirements regarding call times, caller ID, and contact attempts.

Troubleshooting & Support

Identify and resolve technical issues within the Amazon Connect environment.

Implement system revisions and improvements to maintain high service performance.

Collaboration & Leadership

Work effectively with IT project managers, business analysts, security staff, and business leaders to gather requirements and provide technical guidance.

Provide mentorship and recommendations for adopting best practices across the contact center ecosystem.

Required Qualifications

3+ years hands-on experience with Amazon Connect and other AWS cloud services.

Experience designing and deploying cloud integrations and automation using AWS Lambda, DynamoDB, S3, and Lex.

Strong understanding of VoIP, customer experience strategies, and system integration .

Proven experience configuring Amazon Connect reporting, dashboards, and KPI tracking .

Effective communication and collaboration skills for working with cross-functional teams.

Bachelor's degree in Engineering, Computer Science, or related field , or equivalent experience.

Preferred Qualifications

AWS certifications such as AWS Certified Solutions Architect or Developer.

Experience with workforce optimization tools (forecasting, capacity planning, scheduling).

Knowledge of other cloud platforms and their integration with contact center solutions.