Senior AWS Contact Center Architect

Senior AWS Contact Center Architect
REMOTE

Job Summary:

Brillio is seeking a Senior AWS Contact Center Architect with deep expertise in designing, implementing, and migrating PBX contact Center solutions from legacy platforms such as Avaya and Genesys to AWS-based Contact Center solutions like Amazon Connect. The ideal candidate will be responsible for defining architectures, driving cloud transformation strategies, and ensuring seamless migration of voice and omnichannel contact Center solutions to AWS.

Key Responsibilities:

• Architect and Design end-to-end cloud-based contact center solutions on AWS, including Amazon Connect and its ecosystem.
• Lead PBX migration projects from Avaya, Genesys, or other legacy systems to AWS-based solutions.
• Develop and implement contact center transformation strategies, ensuring seamless integration with enterprise applications (e.g., CRM, ticketing systems, workforce management).
• Work closely with business stakeholders, IT teams, and contact center operations to assess requirements, define migration roadmaps, and implement scalable solutions.
• Design IVR call flows, routing strategies, and AI-powered virtual assistants using AWS services such as Lex, Lambda, Polly, and Transcribe.
• Ensure high availability, scalability, and security of cloud contact center environments.
• Optimize costs and performance through effective AWS service selection and automation.
• Lead integration efforts with third-party applications, including CRM systems like Salesforce, ServiceNow, or custom solutions.
• Identify, troubleshoot, and resolve data integration issues between contact center platforms, data lakes, and enterprise applications.
• Provide technical guidance and mentorship to teams, ensuring best practices in contact center migration, voice solutions, and cloud telephony.
• Stay updated on AWS innovations, industry trends, and emerging technologies in contact center modernization.

Required Skills & Qualifications:

• 10+ years of experience in contact center solutions, with a strong focus on PBX migrations (Avaya, Genesys, Cisco, etc.) to cloud-based solutions.
• 5+ years of hands-on experience with Amazon Connect and AWS services related to contact center solutions.
• Proven expertise in IVR design, call routing, queue management, and omnichannel integrations.
• Deep knowledge of VoIP, SIP trunking, telephony protocols, and CTI integration.
• Hands-on experience with AWS services such as Lambda, Lex, Polly, Transcribe, Kinesis, DynamoDB, and API Gateway.
• Strong understanding of networking, security, and compliance in cloud-based contact center environments.
• Experience integrating contact center platforms with CRM solutions like Salesforce, ServiceNow, and Microsoft Dynamics.
• Expertise in handling data integration challenges, ensuring seamless data exchange between contact center applications, analytics platforms, and business intelligence tools.
• Familiarity with AI/ML-driven contact center automation, analytics, and reporting.
• Strong scripting and automation skills (Python, PowerShell, or Terraform) for AWS infrastructure deployment.
• Excellent problem-solving, communication, and stakeholder management skills.

Preferred Qualifications:

• AWS certifications such as AWS Certified Solutions Architect Professional or AWS Certified Advanced Networking Specialty.
• Experience with Genesys Cloud CX, Twilio Flex, Five9, or NICE inContact.
• Knowledge of Workforce Management (WFM) and Quality Management (QM) tools.
• Prior experience in high-volume enterprise contact center migrations.