- Company Name
- Billigence
- Job Title
- AWS Solution Architect
- Job Description
-
Job title: AWS Solution Architect
Role Summary: Lead the design, integration, and governance of enterprise‑grade Amazon Connect environments, aligning contact‑centre architecture with business, operations, and technology stakeholders.
Expectations: Deliver scalable, secure, and well‑documented Amazon Connect solutions; maintain configuration governance; communicate design decisions to technical and non‑technical audiences; support workshops and early‑stage planning.
Key Responsibilities
- Architect end‑to‑end Amazon Connect environments, including queues, routing, IVR, omni‑channel flows, and automation.
- Define integrations with CRMs, workforce management (WFM), ticketing, analytics, vendor services, and APIs.
- Produce architectural artefacts: integration maps, sequence diagrams, technical specs, and deployment patterns.
- Advise on best‑practice contact‑centre operating models and configuration patterns.
- Partner with solution vendors to ensure cohesive design and technical alignment.
- Engage business, operations, technology, and external suppliers to drive clarity and alignment.
- Oversee governance around configuration, change control, and technical quality.
- Facilitate workshops, design reviews, and early‑stage planning sessions (remote and on‑site).
Required Skills
- Proven experience designing and deploying Amazon Connect solutions at scale.
- Deep knowledge of AWS cloud integration patterns and services.
- Strong understanding of IVR, queue structures, routing logic, call flows, and omni‑channel workflows.
- Experience integrating external platforms (CRM, WFM, analytics, case mgmt, telephony carriers).
- Excellent documentation and solution‑governance abilities.
- Clear communication skills for technical and non‑technical audiences.
- Delivery‑focused mindset balancing innovation and feasibility.
- Willingness to attend in‑person workshops in the UK once per month (nearshore).
Required Education & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- AWS Certified Solutions Architect – Associate or Professional (preferred).