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.
Key Responsibilities
? 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:
o IVR/contact flows
o Voice, chat, and digital channels
o Omni-channel customer journeys
? AWS Connect Architecture
o Advanced contact flows and routing strategies
o Routing profiles, queues, and workforce structures
- Architect integrations with:
o AWS Lambda
o Amazon Lex (voice/chat bots)
o Amazon S3, Kinesis, CloudWatch
- Design call recording, transcription, and analytics solutions
? Salesforce Service Cloud Voice
- Architect Service Cloud Voice implementations:
o CTI integration with AWS Connect
o Screen pops, call controls, and agent workspace
o Omni-Channel routing
o Case management workflows
o Service console and knowledge management
- Enable real-time integration between telephony and CRM
? Integration & API Design
- Design and oversee integrations using:
o REST/SOAP APIs
o Middleware (MuleSoft, etc.)
- Ensure seamless data flow between:
o AWS Connect
o Salesforce
o 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:
o Security
o Scalability
o Performance
? Agile Delivery & Stakeholder Management
o Product owners
o Business stakeholders
o Delivery teams
o Sprint planning
o Backlog prioritization
o Release planning
- Translate business requirements into technical architecture
? Testing & Deployment Strategy
o SIT / UAT / performance testing
- Lead deployment planning:
o CI/CD pipelines
o Release management
- Ensure high system availability and minimal downtime
? Monitoring, Reporting & Optimization
- Design monitoring solutions using:
o AWS CloudWatch
o Salesforce reporting
o Call performance
o Agent efficiency
o Customer experience metrics
- Continuously optimize system performance and cost
Required Skills & Experience
o AWS Connect (advanced level)
o Salesforce Service Cloud Voice
o IVR / contact flows
o CTI integration
o Omni-channel routing
o AWS services (Lambda, Lex, S3, Kinesis, IAM)
o Salesforce platform (Service Cloud, Flows, Omni-Channel)
o API design and integration patterns
o Middleware tools
- ? Strong understanding of:
o Cloud architecture principles
o Security and compliance
Preferred Qualifications
o AWS Solutions Architect (Associate/Professional)
- ? Salesforce Certifications:
o Service Cloud Consultant
o Application/System Architect
o AI/Voice bots (Amazon Lex or others)
o Analytics and reporting platforms
- ? Experience with large enterprise implementations
Salary and Other Compensation:
Applications will be accepted until 07/10/2026.
The annual salary for this position is between $ 130,000- $ 160,000 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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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.
