AWS Connect Solution Architect
Toronto, Ontario, Canada - Contract
Job Description
Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting-edge solutions rooted in integrity, accountability, and technical excellence. As a Senior Manager and Solution Architect, you will act as a primary technical authority, ensuring partners receive world-class service through transformative and secure communication technologies.
The Role
We are seeking a Senior Manager, Solution Architect to own the end-to-end design of CCaaS and Agentic AI solution architectures. In this high-level leadership role, you are responsible for aligning complex business needs with scalable, secure, and cloud-native technologies, specifically within the Amazon Connect ecosystem.
You will lead the architecture definition across contact center platforms, integrations, and sophisticated agentic workflows. Working at the intersection of business strategy and technical execution, you will partner closely with delivery teams, technical leads, and client stakeholders to enable successful implementation and measurable value realization.
Must Have Skills:
Key Responsibilities
• End-to-End Architecture Design: Lead the design and definition of comprehensive CCaaS architectures, ensuring seamless integration between Amazon Connect and enterprise systems.
• Agentic AI Strategy: Architect advanced agentic workflows and AI-driven automation strategies, leveraging NLU and Generative AI to transform customer and agent experiences.
• Business-Technology Alignment: Act as a strategic advisor to client stakeholders, translating high-level business objectives into robust, scalable technical blueprints.
• Integration Leadership: Design secure and production-ready integration patterns for CRMs, external APIs, and AWS services (Lambda, Lex, Bedrock).
• Stakeholder Leadership: Navigate complex client environments to align diverse teams—from business leaders to technical developers—on a unified architectural vision.
• Value Realization: Ensure that architected solutions are not only technically sound but also drive measurable outcomes such as AHT reduction and improved team velocity.
Required Skills & Experience
• Platform Mastery: Extensive experience architecting enterprise-scale solutions on Amazon Connect and the broader AWS cloud ecosystem.
• AI & Domain Expertise: Deep knowledge of CCaaS trends, Agentic AI, and Natural Language Understanding (NLU) implementation.
• Strategic Architecture: Proven ability to design cloud-native, secure, and highly available architectures for financial services, healthcare, or similar regulated industries.
• Technical Translation: Exceptional skill in translating complex customer journeys into system, integration, and data specifications.
• Senior Leadership: Experience managing or leading cross-functional delivery teams and maintaining high-level client relationships.
• Agile Governance: Proficiency in overseeing delivery within Agile frameworks, ensuring architectural integrity across sprints.
Special Perks:
This role offers a hybrid work model, balancing the collaboration of an office environment with the flexibility of working from home.