AWS Connect Salesforce Architect (Remote, United States)
About the role As an AWS Connect Salesforce Architect , you will make an impact by leading the design, implementation, and optimization of large-scale, cloud-based contact center solutions. You will be a valued member of the team and work collaboratively with managers, primary teams, and other stakeholders.
In this role, you will:
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, and omni-channel customer journeys
Design and implement advanced contact flows and routing strategies, routing profiles, queues, and workforce structures
Architect integrations with AWS Lambda, Amazon Lex (voice/chat bots), Amazon S3, Kinesis, and CloudWatch
Design call recording, transcription, and analytics solutions
Architect Service Cloud Voice implementations, including 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
Design and oversee integrations using REST/SOAP APIs and middleware (MuleSoft, etc.)
Ensure seamless data flow between AWS Connect, Salesforce, and external enterprise systems (CRM, ERP, databases)
Provide architectural governance and best practices, lead technical design sessions and code reviews, and mentor developers, engineers, and analysts
Define standards for security, scalability, and performance
Work closely with product owners, business stakeholders, and delivery teams to drive Agile processes, including sprint planning, backlog prioritization, and release planning
Translate business requirements into technical architecture
Define testing strategy (SIT/UAT/performance testing) and lead deployment planning (CI/CD pipelines, release management)
Ensure high system availability and minimal downtime
Design monitoring solutions using AWS CloudWatch and Salesforce reporting, analyze KPIs (call performance, agent efficiency, customer experience metrics), and continuously optimize system performance and cost
Work model: We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
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
Strong understanding of cloud architecture principles, security, and compliance
These will help you stand out
AWS Certifications: AWS Solutions Architect (Associate/Professional)
Salesforce Certifications: Service Cloud Consultant, Application/System Architect
Experience with AI/Voice bots (Amazon Lex or others), analytics and reporting platforms
Experience with large enterprise implementations
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. Applications will be accepted until filled.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
Salary and Other Compensation
The annual salary for this position is between $ 130,000p.a – $ 160,000p.a 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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