Amazon Connect Architect

Amazon Connect Architect  Employment Type: Full-Time W2 (employee of 5K C&T Services) Compensation: $60 to $65/hour depending on experience and qualifications Location: Remote. Texas-based candidates preferred. U. S. candidates considered Start Date: November 1, 2026

About the Opportunity

5K C&T Services is looking for an Amazon Connect Architect to lead contact center design work for one of our enterprise clients. This is a client-facing role. You will run discovery and design workshops, translate business requirements into Amazon Connect solutions, and guide the client's teams through migrations from legacy platforms. We need someone who is technically deep and comfortable leading stakeholder conversations.

Key Responsibilities

• Lead client workshops to gather requirements and turn them into Amazon Connect architecture and design.
• Architect and guide migrations from legacy contact center platforms (especially Cisco UCCE/UCCX) to Amazon Connect.
• Design contact flows, routing strategies, queues, routing profiles, and user management.
• Analyze Contact Trace Records (CTR) to troubleshoot call flows and improve customer experience.
• Customize the Contact Control Panel (CCP) using the Amazon Connect Streams API.
• Design serverless, event-driven solutions with AWS Lambda and API Gateway, and integrate with enterprise applications via REST APIs.
• Define monitoring, security, scalability, and automation best practices, including proactive monitoring with Amazon CloudWatch.
• Build reporting and analytics with Amazon Connect reporting tools and BI platforms.
• Work with architects, developers, QA, and business stakeholders, and present designs and recommendations to client leadership.
• Required.

Qualifications

• 5+ years of hands-on Amazon Connect experience, including contact flows, routing, queue management, and CTR analysis.
• Proven experience in an architect or lead design role on Amazon Connect implementations.
• Experience leading client-facing workshops and presenting to technical and non-technical stakeholders.
• Experience with Cisco UCCE/UCCX (or Genesys, NICE, Avaya, Five9) and migrating from those platforms to Amazon Connect.
• Experience customizing the CCP with the Streams API.
• Strong working knowledge of AWS Lambda, API Gateway, DynamoDB, Amazon RDS, S3, and CloudWatch, plus serverless and event-driven design.
• Strong JavaScript and Node.js skills.
• Python preferred.
• Experience developing and consuming REST APIs and integrating cloud applications with enterprise systems.
• Strong understanding of IVR design, ACD, WFM, and omnichannel engagement (voice, chat, email).
• Excellent communication skills, with the ability to lead a room.

Preferred Qualifications

• AWS Certified Solutions Architect or AWS Certified Developer (other AWS certifications a plus).
• Experience with Amazon QuickSight, Power BI, or Tableau and contact center KPIs.
• React, Angular, or similar front-end experience for custom agent desktops.
• Experience supporting enterprise-scale cloud contact center implementations.
• About 5K C&T Services 5K C&T Services is a specialized consulting and talent solutions firm focused on Customer Experience (CX), Cloud, AI, Digital Transformation, and Enterprise Technology.
• We partner with organizations to provide highly skilled technology professionals who help deliver strategic business outcomes.