Location: Toronto, Ontario
Our client is a leading technology solutions provider with 600 professionals across 14 offices in North America. They are at the forefront of technology, providing cutting-edge solutions and maintaining a strong commitment to integrity, accountability, and skill. Their employees are our ambassadors, ensuring our clients and partners receive the best service.
They are seeking an AWS Connect Solution Architect to lead the design and implementation of enterprise-grade Amazon Connect solutions for banking and public sector clients across Ontario.
In this role, you will be responsible for architecting end-to-end cloud contact center solutions, leading technical design discussions, and guiding delivery teams through implementation. You will work closely with clients, business stakeholders, developers, and engineers to translate business requirements into scalable, secure, and highly available AWS architectures.
This is a client-facing, hands-on architecture role requiring strong technical depth in Amazon Connect and broader AWS services.
Key Responsibilities:
Architecture & Technical Design (40%)
• Lead architecture and design of Amazon Connect solutions including:
• Multi-level IVR design
• Skill-based and dynamic routing strategies
• Queue and routing profile architecture
• High-availability and resiliency planning
• Define AWS infrastructure architecture including VPC design, IAM strategy, security controls, and service integration patterns
• Design event-driven integrations using Lambda, API Gateway, DynamoDB, S3, and Step Functions
• Establish scalable deployment patterns across dev/test/prod environments
• Conduct architecture reviews and validate technical feasibility
Technical Leadership & Governance (25%)
• Provide architectural oversight to developers and engineers during implementation
• Review code, Lambda functions, integration logic, and deployment strategies
• Define logging, monitoring, and observability strategy using CloudWatch and related AWS services
• Ensure solutions align with AWS Well-Architected Framework principles
• Support security reviews and ensure adherence to enterprise security controls
Client Engagement & Requirements Translation (20%)
• Lead technical workshops and discovery sessions with client stakeholders
• Translate business and operational requirements into solution architecture
• Author and review High-Level Designs (HLD), Low-Level Designs (LLD), and System Requirements Documents (SRDs)
• Present architecture decisions, trade-offs, and risk considerations to technical and non-technical audiences
Integration & Migration Strategy (10%)
• Architect integrations between Amazon Connect and enterprise systems (CRM, data platforms, identity systems, APIs)
• Support migration strategies from legacy contact center platforms (e.g., Avaya, Cisco, Genesys) to Amazon Connect
• Design data handling and reporting strategies aligned with operational needs
Security, Compliance & Performance (5%)
• Design solutions with encryption, IAM policies, network segmentation, and secure integration patterns
• Ensure architecture aligns with compliance expectations typical in financial services and public sector environments
• Optimize solution performance, latency, and scalability
Must Have Skills:
AWS & Architecture Experience:
• 5+ years of experience in cloud engineering and solution architecture
• 3+ years of hands-on Amazon Connect implementation experience in production environments
• Demonstrated experience architecting multi-queue, multi-flow Amazon Connect deployments
• Strong experience with:
o AWS Lambda (Node.js or Python)
o API Gateway
o Amazon EC2
o Amazon DynamoDB
o Amazon S3
o AWS IAM
o AWS CloudWatch
• Experience designing RESTful API integrations and event-driven workflows
Contact Center & Enterprise Knowledge:
• Strong understanding of:
o IVR and call flow architecture
o Skill-based routing models
o Contact center reporting and KPIs
o Operational considerations (failover, resiliency, concurrency)
• Experience contributing to or leading architecture documentation (HLD, LLD, SRD)
• Comfortable operating in client-facing, enterprise environments
Nice to Have Skills:
• AWS Certified Solutions Architect (Associate or Professional)
• Experience supporting banking, financial services, or public sector clients
• Familiarity with Infrastructure as Code (Terraform, CloudFormation)
• Experience leveraging Contact Lens, Amazon Lex, and analytics services
• Exposure to regulated environments and security review processes
