AWS Connect & Salesforce Architect (Remote)
We are seeking an experienced AWS Connect & Salesforce Service Cloud Voice Architect to lead the design, implementation, and optimization of large-scale, cloud-based contact center solutions. The ideal candidate will possess deep expertise in AWS Connect, Salesforce Service Cloud Voice, and enterprise integration architectures, and will be responsible for defining end-to-end customer experience strategies and scalable technical solutions.
Key Responsibilities
✅ Solution Architecture & Design
• Lead end-to-end architecture for AWS Connect integrated with Salesforce Service Cloud Voice
• Design scalable, secure, and high-availability contact center solutions
• Define architecture for:
o IVR/contact flows
o Voice, chat, and digital channels
o Omni-channel customer journeys
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✅ AWS Connect Architecture
• Design and implement:
o Advanced contact flows and routing strategies
o Routing profiles, queues, and workforce structures
• Architect integrations with:
o AWS Lambda
o Amazon Lex (voice/chat bots)
o Amazon S3, Kinesis, CloudWatch
• Design call recording, transcription, and analytics solutions
________________________________________
✅ Salesforce Service Cloud Voice
• Architect Service Cloud Voice implementations:
o CTI integration with AWS Connect
o Screen pops, call controls, and agent workspace
• Design and optimize:
o Omni-Channel routing
o Case management workflows
o Service console and knowledge management
• Enable real-time integration between telephony and CRM
________________________________________
✅ Integration & API Design
• Design and oversee integrations using:
o REST/SOAP APIs
o Middleware (MuleSoft, etc.)
• Ensure seamless data flow between:
o AWS Connect
o Salesforce
o External enterprise systems (CRM, ERP, databases)
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✅ Technical Leadership
• Provide architectural governance and best practices
• Lead technical design sessions and code reviews
• Mentor developers, engineers, and analysts
• Define standards for:
o Security
o Scalability
o Performance
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✅ Agile Delivery & Stakeholder Management
• Work closely with:
o Product owners
o Business stakeholders
o Delivery teams
• Drive Agile processes:
o Sprint planning
o Backlog prioritization
o Release planning
• Translate business requirements into technical architecture
________________________________________
✅ Testing & Deployment Strategy
• Define testing strategy:
o SIT / UAT / performance testing
• Lead deployment planning:
o CI/CD pipelines
o Release management
• Ensure high system availability and minimal downtime
________________________________________
✅ Monitoring, Reporting & Optimization
• Design monitoring solutions using:
o AWS CloudWatch
o Salesforce reporting
• Analyze KPIs:
o Call performance
o Agent efficiency
o Customer experience metrics
• Continuously optimize system performance and cost
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Required Skills & Experience
• ✅ 8–12+ years in contact center / CX architecture
• ✅ Strong hands-on experience with:
o AWS Connect (advanced level)
o Salesforce Service Cloud Voice
• ✅ Deep expertise in:
o IVR / contact flows
o CTI integration
o Omni-channel routing
• ✅ Strong knowledge of:
o AWS services (Lambda, Lex, S3, Kinesis, IAM)
o Salesforce platform (Service Cloud, Flows, Omni-Channel)
• ✅ Experience with:
o API design and integration patterns
o Middleware tools
• ✅ Strong understanding of:
o Cloud architecture principles
o Security and compliance
________________________________________
Preferred Qualifications
• ✅ AWS Certifications:
o AWS Solutions Architect (Associate/Professional)
• ✅ Salesforce Certifications:
o Service Cloud Consultant
o Application/System Architect
• ✅ Experience with:
o AI/Voice bots (Amazon Lex or others)
o Analytics and reporting platforms
• ✅ Experience with large enterprise implementations
Salary and Other Compensation:
Applications will be accepted until 07/10/2026.
The annual salary for this position is between $ 130,000– $ 160,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
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