AWS Solution Architect

Billigence • London, CA

18d

About The Position

We are expanding our UK capability and looking for a Solution Architect who can lead the design of an enterprise-grade Amazon Connect environment. This role suits someone who combines deep cloud contact-centre expertise with structured solution design and the ability to influence business and technology stakeholders.

Requirements

• Proven experience designing Amazon Connect–based contact-centre solutions at scale.
• Strong background in cloud integration patterns, preferably AWS-native.
• Solid understanding of IVR design, queue structures, routing logic, call flows, and omni-channel workflows.
• Experience integrating external platforms such as CRM, WFM, analytics, case management, and telephony carriers.
• Ability to communicate architectural decisions clearly across technical and non-technical groups.
• Strong documentation and solution-governance skills.
• Practical, delivery-focused mindset with the ability to balance innovation and feasibility.
• Willingness to attend in-person workshops in the UK once per month if based nearshore.

Responsibilities

• Architect the full Amazon Connect environment including queues, routing, automation flows, and customer experience pathways.
• Define how systems connect into the platform: CRMs, workforce management, ticketing, analytics, vendor products, and API-based services.
• Partner with solution vendors to ensure cohesive end-to-end design and technical alignment.
• Produce architectural artefacts including integration maps, sequence diagrams, technical specifications, and deployment patterns.
• Advise on best-practice contact-centre operating models and configuration patterns.
• Engage stakeholders across business, operations, technology, and external suppliers to drive clarity and alignment.
• Oversee governance around configuration, change control, and technical quality.
• Support workshops, design reviews, and early-stage planning sessions, both remotely and on-site.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees