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Solution Architect - Contact Centre(Amazon Connect)

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We are looking for an experienced Solution Architect specialising in Amazon Connect to design, build, and optimise cloud-based contact centre solutions for our Singapore operations. The successful candidate will lead the technical architecture and implementation of Amazon Connect and its supporting AWS ecosystem, ensuring scalable, secure, and highly available contact centre solutions that deliver seamless omnichannel customer experiences. This role requires deep technical expertise combined with strong stakeholder engagement skills to translate business requirements into robust technical designs

Key Responsibilities

Solution Architecture & Design

  • Design end-to-end contact centre solutions on Amazon Connect, including voice, chat, and omnichannel workflows, IVR/call flows, routing profiles, queues, and contact flows.

  • Architect integrations between Amazon Connect and CRM, WFM, ticketing, and other enterprise systems (e.g., Salesforce, ServiceNow, Genesys migration scenarios).

  • Define solution architecture leveraging AWS services such as Lambda, Lex, Polly, Connect Contact Lens, Amazon Kinesis, DynamoDB, S3, API Gateway, EventBridge, and CloudWatch.

  • Design and implement Contact Lens for conversational analytics, sentiment analysis, and real-time agent assist capabilities.

  • Develop solutions for chatbots and virtual agents using Amazon Lex and integrate with generative AI capabilities (e.g., Amazon Q in Connect / Bedrock) where applicable.

  • Produce architecture documentation, including high-level design (HLD), low-level design (LLD), data flow diagrams, and integration specifications.

Implementation & Delivery

  • Lead technical delivery of Amazon Connect implementations, migrations, and enhancements

  • Configure and customise Amazon Connect instances, security profiles, hours of operation, quick connects, and contact flow modules.

  • Develop and oversee development of Lambda functions (Node.js/Python) supporting dynamic call routing, CRM screen-pop, and data lookups.

  • Ensure solutions comply with security, data privacy (e.g., PDPA), and compliance requirements relevant to Singapore and regional regulations.

  • Conduct technical feasibility studies, proof-of-concepts (POCs), and vendor/tool evaluations for new contact centre capabilities.

Stakeholder Engagement & Governance

  • Act as the primary technical advisor to business stakeholders, translating customer experience and operational requirements into scalable technical solutions.

  • Collaborate with Contact Centre Operations, IT Infrastructure, Security, and third-party vendors/system integrators to ensure smooth solution delivery.

  • Provide technical leadership and mentorship to developers, engineers, and junior architects on the team.

  • Define and enforce architecture standards, best practices, and governance for Amazon Connect deployments.

  • Support project management activities including solution estimation, technical risk assessment, and implementation roadmaps.

Support & Optimisation

  • Monitor solution performance, troubleshoot production issues, and drive continuous improvement of contact centre technology.

  • Optimise cost, scalability, and reliability of AWS-based contact centre infrastructure.

  • Stay current with AWS and Amazon Connect product roadmap, new features, and industry best practices, recommending adoption where beneficial.

Requirements

Qualifications

  • Minimum 8 years of experience in solution architecture or technical leadership roles, with at least 3-5 years of hands-on experience specifically with Amazon Connect.

  • AWS Certification strongly preferred (e.g., AWS Certified Solutions Architect – Associate/Professional, AWS Certified Developer).

Technical Skills

  • Deep hands-on expertise with Amazon Connect architecture, contact flows, routing logic, and administration.

  • Strong working knowledge of AWS services: Lambda, Lex, Polly, Connect Contact Lens, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, Kinesis, IAM.

  • Proficiency in programming/scripting languages such as Python, Node.js, or Java for Lambda function development.

  • Experience integrating Amazon Connect with CRM platforms (Salesforce Service Cloud, Microsoft Dynamics) and workforce management tools.

  • Familiarity with CI/CD pipelines, Infrastructure as Code (CloudFormation/Terraform/CDK), and DevOps practices for contact centre deployments.

  • Understanding of telephony concepts (SIP, PSTN, carrier connectivity) and prior experience migrating from legacy PBX/ACD systems (e.g., Avaya, Cisco, Genesys) is highly advantageous.

  • Knowledge of security best practices, data privacy regulations (PDPA), and compliance requirements for contact centres in Singapore/APAC.

  • Exposure to AI/ML-driven CX capabilities (chatbots, sentiment analysis, generative AI agent assist) is a strong plus.

#LI-CTSAPAC

What we offer

  • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
  • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
  • The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
  • A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
  • Flexible health and financial benefits to support you and your eligible dependents—from day one.
  • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.

Your path to Cognizant

Wondering what to expect after you apply? Here’s a peek at our recruitment process—and keep in mind that not all candidates advance through every step and the process may vary depending on your role and location.

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Step 1: Application

Find an open role that aligns with your skills and career goals and show us why you’re the person for the job. Consider joining our Talent Community if you don’t find the right opportunity.

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Step 2: Recruiter call

If one of our recruiters sees a fit, they’ll set up a short introductory call to learn more about you and how your experiences and skills align with the role.

Step 3: Interview(s)

If you and our team would like to continue the process, you’ll meet with one of our hiring managers. Some roles may also require technical assessments and/or client interviews.

Step 4: Final decision

Our hiring team will then review each candidates’ potential to succeed in the role. This process may take some time because we want to get it right—but you can count on us to keep you updated.

Benefits that help you thrive and grow

Our teams achieve incredible things when they feel fully supported. That’s why our benefits program is built around the diverse needs of our people—so they can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

Financial wellbeing

We regularly review market data to ensure compensation is competitive and reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, discount programs, etc.

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Physical and mental wellbeing

Physical and mental wellbeing

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

Your Career, Your Way
Your career, your way

Your career, your way

With 90% of our associates building skills through GenAI training, job shadowing, industry certifications and more, you have everything you need to build a full career.

Professionals
Real-world impact

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

02.2026 Superlearner Debashish
"Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.”
Debashish Mishra SAP MM Developer
Laura Reynaud
"Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be."
Laura Reynaud Lead Counsel
Lucas Hoffman
“I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!”
Lucas Hoffman Consultant
Sujatha’S Journey Main
“When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.”
Sujatha Gopalakrishnan Portfolio Delivery Lead
Paulo Miguel Epili Main
"Nobody here says ‘that’s not my job.’ People just help. That’s the entrepreneurial culture that makes me stay at Cognizant.”
Paulo Miguel Epili Sr. Process Executive

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