Solution Architect - Amazon Connect

Job Title: Solution Architect  - Amazon Connect
Type of Engagement: 6-month contract (Not open to 3rd party C2C consultants. Visa sponsorship is not available)
Work Location: Remote  

Job Overview:

Our client is seeking an experienced Contact Center Transformation Consultant to optimize and enhance an existing cloud-based contact center environment. The foundational implementation has been completed, and the organization is looking for a strategic advisor who can elevate the platform through advanced reporting, analytics, AI-driven capabilities, and industry best practices.
This is not a traditional implementation role. We are seeking a thought leader with deep expertise in modern contact center ecosystems who can assess the current state, identify opportunities for improvement, and develop a roadmap for a best-in-class customer experience operation.

Essential Job Responsibilities:
 

• Serve as a strategic advisor for contact center modernization initiatives
• Evaluate the current implementation and recommend improvements
• Design and implement operational reporting, dashboards, and performance metrics
• Analyze customer interactions and operational data to identify improvement opportunities
• Recommend and implement AI-powered capabilities to improve efficiency and customer outcomes
• Provide expertise on contact center architecture, workflows, and customer experience best practices
• Partner with business stakeholders, operations leaders, and technology teams
• Develop executive-level recommendations and transformation roadmaps
• Drive adoption of industry-leading contact center standards and processes

Required Skills & Experience:
 

• 8+ years of contact center consulting, architecture, or transformation experience
• Deep experience with modern cloud contact center platforms, preferably Amazon Connect
• Strong background in contact center reporting, analytics, and KPI development
• Experience implementing AI-driven contact center capabilities
• Knowledge of customer experience (CX) best practices and operational excellence frameworks
• Ability to assess existing environments and develop strategic recommendations
• Strong executive communication and stakeholder management skills
• Proven ability to lead transformation initiatives and influence organizational change

Big Bonus Points if you Have:
 

• Experience with fraud detection, customer risk monitoring, or compliance-focused contact center environments
• Experience integrating AI, machine learning, or conversational intelligence solutions
• Background in customer journey mapping and workforce optimization
• Familiarity with CRM integrations and omnichannel customer engagement strategies
• AWS and Amazon Connect certifications

Job Requisition # 40276
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A reasonable estimate of the pay range for this role is $150.00 - $155.00 per hour. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.

Meet APC

APC is a professional staffing and services organization focused on engaging people and positively impacting lives. As “Professionals serving Professionals”®, we take pride in providing our employees and contractors with the highest level of customer service and support.
APC is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.  All qualified candidates will receive consideration without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status.