AWS Connect & Salesforce Architect; Remote

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.

• 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:
    • IVR/contact flows
    • Voice, chat, and digital channels
    • Omni‑channel customer journeys
• AWS Connect Architecture
  • Design and implement advanced contact flows and routing strategies
  • Design routing profiles, queues, and workforce structures
  • Architect integrations with:
    • AWS Lambda
    • Amazon Lex (voice/chat bots)
    • Amazon S3, Kinesis, Cloud Watch
  • Design call recording, transcription, and analytics solutions
• Salesforce Service Cloud Voice
  • Architect Service Cloud Voice implementations:
    • CTI integration with AWS Connect
    • Screen pops, call controls, and agent workspace
  • Design and optimize:
    • Omni‑Channel routing
    • Case management workflows
    • Service console and knowledge management
  • Enable real‑time integration between telephony and CRM
• Integration & API Design
  • Design and oversee integrations using:
    • REST/SOAP APIs
    • Mule Soft and other middleware
  • Ensure seamless data flow between:
    • AWS Connect
    • Salesforce
    • External enterprise systems (CRM, ERP, databases)
• Technical Leadership
  • Provide architectural governance and best practices
  • Lead technical design sessions and code reviews
  • Mentor developers, engineers, and analysts
  • Define standards for:
    • Security
    • Scalability
    • Performance
• Agile Delivery & Stakeholder Management
  • Work closely with product owners, business stakeholders, and delivery teams
  • Drive Agile processes:
    • Sprint planning
    • Backlog prioritization
    • Release planning
  • Translate business requirements into technical architecture
• Testing & Deployment Strategy
  • Define testing strategy: SIT, UAT, performance testing
  • Lead deployment planning: CI/CD pipelines, release management
  • Ensure high system availability and minimal downtime
• Monitoring, Reporting & Optimization
  • Design monitoring solutions using AWS Cloud Watch and Salesforce reporting
  • Analyze KPIs:
    • Call performance
    • Agent efficiency
    • Customer experience metrics
  • Continuously optimize system performance and cost

• 8–12+ years in contact center / CX architecture
• Strong hands‑on experience with AWS Connect (advanced level) and Salesforce Service Cloud Voice
• Deep expertise in IVR/contact flows, CTI integration, and omni‑channel routing
• Strong knowledge of AWS services (Lambda, Lex, S3, Kinesis, IAM) and Salesforce platform (Service Cloud, Flows, Omni‑Channel)
• Experience with API design and integration patterns, middleware tools, cloud architecture principles, security and compliance

• AWS
  
  Certifications:
  
  Solutions Architect (Associate/Professional)
• Salesforce
  
  Certifications:
  
  Service Cloud Consultant, Application/System Architect
• Experience with AI/Voice bots (Amazon Lex or others) and analytics or reporting platforms
• Experience with large enterprise implementations

Applications will be accepted until 10 July 2026. The annual salary for this position is between $130,000 and $160,000, depending on experience and other qualifications. 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.

• Medical, Dental, Vision, and Life Insurance
• Paid holidays and paid time off
• 401(k) plan and contributions
• Long‑term and 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.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.