Amazon Connect Solution Architect

About the role The Amazon Connect Solutions Architect will play a critical role in designing, implementing, and optimising Amazon Connect contact centre solutions for our clients. The ideal candidate will possess deep expertise in Amazon Web Services (AWS), a comprehensive understanding of contact centre operations, and the ability to translate complex business requirements into effective technical solutions. This is a hands-on role, requiring various AWS to be combined together and successfully integrated with 3rd party solutions. Our Amazon Connect Solutions Architect will develop technical blueprints for effective transformations while guiding design and delivery processes to ensure solutions align with business needs and our strategic vision. This senior position will also require active mentoring of junior team members within our digital and technology practices. What your days will look like Solution Design: Design robust, scalable, and secure Amazon Connect solutions, encompassing call flows, IVR, chatbots, and integration with other AWS services and third-party systems. Implementation: Lead the deployment of Amazon Connect projects, ensuring solutions are delivered according to client specifications, timelines, and budgets. Optimisation: Continuously assess and refine Amazon Connect configurations to enhance performance, efficiency, and customer experience. Stakeholder Collaboration: Collaborate closely with business stakeholders, project managers, and development teams to gather requirements and deliver client-specific solutions. Technical Leadership: Provide technical guidance and mentorship to junior architects and developers, fostering a culture of continuous learning and development. Documentation: Develop and maintain comprehensive documentation for architectural designs, implementation plans, and operational procedures. Training: Conduct training sessions for internal teams and clients to ensure effective utilisation of Amazon Connect solutions. Compliance and Security: Ensure that all solutions adhere to industry standards, regulatory requirements, and PwC’s security policies. This role is for you if You have a Bachelor’s degree in Computer Science, Information Technology, or a related field. You have experience in cloud architecture and AWS services and hands-on experience with Amazon Connect. You have a proven track record of designing and deploying contact centre solutions. You have proficiency in AWS services including Lambda, S3, DynamoDB, IAM, and CloudFormation. You have strong knowledge of telephony, VoIP, IVR, and contact centre technologies. Experience with programming languages such as Python, JavaScript, or Node.js. Familiarity with CRM systems (e.g., Salesforce, Zendesk) and integration best practices. Certifications: AWS Certified Solutions Architect – Associate or Professional; additional certifications in Amazon Connect or equivalent work experience including international candidates who qualify through experience in their home country is desirable. What you’ll receive from us: No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.