Job#: 3038114

Job Description:

Location: Sacramento, California (Onsite)

We are seeking a highly experienced AWS Connect Customer Experience (CX) Architect to support large-scale contact center modernization initiatives. This role serves as a senior technical expert responsible for the design, implementation, integration, and optimization of AWS Connect and related customer experience technologies. You will work cross-functionally with business stakeholders, engineering teams, and program leadership to deliver scalable, cost-efficient, and high-performing contact center solutions aligned to business objectives and industry best practices.

• Lead design of AWS Connect solutions including ACD, IVR/HIVR, routing strategies, and contact flows.
• Architect end-to-end integrations with CRM systems (e.g., Salesforce, ServiceNow) and backend services.
• Design conversational IVR solutions leveraging Amazon Lex and AWS Lambda.
• Ensure alignment with AWS Well-Architected Framework and enterprise architecture standards.
• Configure AWS Connect environments including contact flows, queues, routing profiles, and agent hierarchies.
• Implement AWS Connect features such as Voice ID, Contact Lens, and Wisdom where applicable.
• Support Infrastructure as Code (IaC) deployments via Terraform or CloudFormation.
• Act as the primary subject matter expert for AWS Connect across technical and business teams.
• Provide recommendations on platform enhancements, integrations, and roadmap improvements.
• Apply cloud cost optimization best practices, including resource tagging and usage tracking.
• Produce technical documentation, solution designs, and knowledge transfer materials.
• Partner with stakeholders to define testing strategies and support production deployments.

• AWS Certified Solutions Architect (Associate or Professional).
• 7+ years of contact center architecture and engineering experience.
• 3+ years of hands-on AWS Connect experience.
• Strong experience with IVR design, call flows, and conversational AI integration (Amazon Lex).
• Experience integrating contact center platforms with CRM systems (Salesforce, ServiceNow, etc.).
• Hands-on experience with AWS services such as Lambda, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
• Experience with Infrastructure as Code (Terraform or CloudFormation).
• Proven experience in AWS cost optimization strategies.

• Certified Customer Experience Professional (CCXP) or equivalent.
• ITIL Foundation certification.
• Six Sigma or Design Thinking certification.
• Experience with AWS Connect tools such as Contact Lens, Voice ID, or Wisdom.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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