Job Description

Amazon Connect Architect (AWS Contact Center)

Employment Type: Full-Time W2 (employee of 5K C&T Services)
Compensation: $60 to $65/hour depending on experience and qualifications
Benefits: Health insurance, paid time off, and paid holidays
Engagement: 6 months, extension possible
Location: Remote (Central time zone hours). Texas-based candidates preferred. U.S. candidates considered
Start Date: Early November 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 migrating from legacy platforms (Cisco UCCE/UCCX, Genesys, NICE, Avaya, or Five9) to Amazon Connect.
• Working knowledge of AWS Lambda and API Gateway, plus serverless and event-driven design.
• Excellent communication skills, with the ability to lead a room.

Preferred Qualifications

• Experience customizing the CCP with the Streams API.
• JavaScript and Node.js skills (Python a plus), and experience with REST APIs and enterprise integrations.
• Working knowledge of DynamoDB, Amazon RDS, S3, and CloudWatch.
• Understanding of IVR design, ACD, WFM, and omnichannel engagement.
• AWS Certified Solutions Architect or AWS Certified Developer.
• Experience with Amazon QuickSight, Power BI, or Tableau and contact center KPIs.
• 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.

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