Note: The job is a remote job and is open to candidates in USA. Cognizant is a leading technology and engineering company, and they are seeking an AWS Connect Salesforce Architect to lead the design, implementation, and optimization of cloud-based contact center solutions. The role involves collaborating with various stakeholders to ensure seamless integration between AWS Connect and Salesforce, while also providing architectural governance and best practices.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- 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
- Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans
Company Overview