Role Summary
A major Canadian financial services organization is seeking a Senior Manager–level Solution Architect to lead the design of end to end Amazon Connect and agentic AI solution architectures. This architect will align business needs with secure, scalable, cloud native technologies and define integration patterns across contact center platforms, CRM, IVR, telephony, knowledge systems, analytics and enterprise applications. Acting as the central architecture lead, they will translate customer experience objectives into technical designs, facilitate solution design workshops, and partner with delivery, technical and client stakeholders to ensure successful implementation and value realization. Approximately 40 % of the work will be on site (in person) with the remainder remote/onshore.
Key Responsibilities
- Design and deliver end to end Amazon Connect CCaaS and agentic AI solution architectures.
- Define integration patterns across contact center platforms, CRM, IVR, telephony, knowledge systems, analytics and enterprise applications.
- Translate business and customer experience objectives into scalable, secure technical architecture.
- Lead solution design workshops and architecture definition sessions with business, technical and delivery stakeholders.
- Assess current state contact center platforms, workflows and data flows and identify integration gaps.
- Create future state architectures, solution blueprints and implementation roadmaps.
- Ensure designs adhere to security, scalability, compliance and cloud native best practices.
- Provide architectural guidance to functional, technical and delivery teams, ensuring alignment between business strategy and technology.
- Work closely with client stakeholders to enable value realization from Amazon Connect and agentic AI solutions.
Must Have Requirements
- Extensive experience designing end to end solution architectures for Amazon Connect and agentic AI workflows.
- Demonstrated expertise defining integration patterns across contact center platforms, CRM, IVR, telephony and related enterprise systems.
- Strong background in cloud and systems integration with understanding of security, scalability and compliance.
- Deep knowledge of Amazon Connect and its integration with enterprise systems; experience with other CCaaS platforms (Genesys Cloud, NICE CXone, Five9, Cisco, Avaya) remains valuable.
- Understanding of AI enabled or agentic workflows, virtual agents, automation and conversational AI.
- Ability to translate business and customer experience objectives into technical designs and to lead solution design workshops.
- Strong stakeholder management and executive level communication skills, with the ability to bridge business needs with technical architecture.
- Experience working with consulting or systems integration teams.
- Onshore availability with flexibility for approximately 40 % in person collaboration.
Nice to Have Experience
- Experience delivering AI enabled contact center modernization programs or agentic AI solutions beyond Amazon Connect.
- Familiarity with CRM and knowledge management integration, analytics platforms and security best practices.
- Certifications in cloud architecture or contact center technologies.
- Experience working within regulated industries such as banking or insurance.
- Knowledge of emerging AI technologies and their application in customer service environments.
Ideal Candidate Profile
A senior solution architect with deep Amazon Connect expertise and broad understanding of contact center domains and AI enabled workflows. They excel at designing complex, scalable architectures, leading cross functional workshops and translating high level business objectives into actionable technical blueprints. They have strong stakeholder engagement and executive communication skills and can bridge business and technical teams to drive value realization. They should be willing to work onshore and spend approximately 40 % of their time onsite with client stakeholders.
Engagement Details
- Employee level: Senior Manager.
- Primary platform: Amazon Connect.
- Work location: Onshore, with approximately 40 % in person work (remainder remote).
- Client: Major Canadian financial services organization
