About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Role:AWS Connect Technical Architect
Exp: 10+ years
Location: Remote
Job Overview:
The role has the accountabilities of owning the end-to-end solution architecture for cloud-based Contact Center as a Service (CCaaS) engagements built on Amazon Connect and the AWS ecosystem — from solutioning and design through governance, delivery oversight and client advisory across engagements.
Key Roles and Responsibilities:
- Own end-to-end solution architecture for Amazon Connect-based CCaaS engagements, from discovery through go-live
- Define target-state architecture covering Contact Flows, routing strategy, channel strategy (voice, chat, email, social) and data/reporting architecture
- Architect integrations of Amazon Connect with the broader AWS and enterprise ecosystem, including:
- AWS Lambda, Amazon Lex/Lex v2, Amazon S3, Amazon DynamoDB, Amazon CloudWatch, Amazon Connect Customer Profiles & Cases, Amazon Kinesis, Amazon Q in Connect, Contact Lens, and third-party CRM/WFM/Salesforce/ServiceNow platforms
- Define non-functional requirements — scalability, high availability, multi-region disaster recovery, security and compliance (PCI-DSS, HIPAA, GDPR as applicable)
- Own technical governance — define coding standards, reference architectures, reusable frameworks and best practices across delivery teams
- Lead solution design workshops with client stakeholders, translating business and CX objectives into robust technical architectures
- Produce and own High-Level Design (HLD), Low-Level Design (LLD), architecture decision records and technical proposals
- Lead migration strategy and execution for legacy/on-premise or other CCaaS platforms (e.g., Genesys, Avaya, Cisco) to Amazon Connect
- Drive capacity planning, cost optimization and TCO analysis for Amazon Connect deployments
- Provide pre-sales support — solution estimation, RFP/RFI responses, architecture diagrams and client presentations
- Guide and mentor development and senior development teams; conduct architecture and design reviews
- Own security architecture, IAM design, data privacy controls and telephony architecture (SIP trunking, PSTN, DID, carrier strategy)
- Act as the primary technical escalation point and advisor to client stakeholders, including CX and IT leadership
- Stay current with Amazon Connect and AWS roadmap, and proactively recommend platform and architecture enhancements
Key Capabilities and Experience
- 8–10 years of overall IT experience, with at least 4–5 years in architecting and delivering Amazon Connect / CCaaS solutions
- Proven track record of leading multiple end-to-end Amazon Connect implementations as solution/technical architect
- Expert-level understanding of contact center operations, omni-channel CX architecture and CX/operational metrics
- Strong expertise in conversational AI (Amazon Lex) and generative AI capabilities within the Amazon Connect ecosystem (Amazon Q in Connect)
- Deep expertise in serverless and cloud-native architecture across the AWS ecosystem (Lambda, Step Functions, API Gateway, EventBridge, Kinesis)
- Strong grounding in telephony architecture — SIP, VoIP, PSTN, DID provisioning and carrier integration strategy
- Extensive experience architecting integrations with CRM, WFM and enterprise systems via REST/SOAP APIs and event-driven patterns
- Strong understanding of security, compliance and data privacy frameworks relevant to contact center platforms
- Experience with Contact Lens analytics, Amazon QuickSight and enterprise reporting/BI architecture
- Demonstrated experience in pre-sales, proposal writing and client/executive stakeholder management
- Strong leadership skills with experience mentoring architects and developers, and driving technical governance across teams
- Experience operating within agile/scaled-agile delivery environments and leading cross-functional delivery teams
Qualifications
- Graduate/Postgraduate degree in Engineering / Computer Science / IT or related technical fields
- AWS Certification (Solutions Architect – Professional / Amazon Connect specialty) – Preferred
⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
