Technical Architect - Contact Center Amazon Connect

Job description

Position Description:

Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Technical Architect - Contact Center Amazon Connect

Position: Lead Analyst

Experience: 10+ yrs

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0925-0166

Employment Type: Full Time

Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Job Description:
Role Overview

We are seeking a Technical Architect with 10+ years of experience to design, implement, and optimize cloud-based contact center solutions. The role involves leading architecture design, ensuring integration with enterprise systems, implementing DevOps best practices, and driving scalable, secure, and high-performance solutions in cloud environments.

Your future duties and responsibilities:

Key Responsibilities
Solution Design & Architecture
• Design end-to-end contact center and cloud solutions leveraging AWS services such as Amazon Connect, Lex, Lambda, DynamoDB, QuickSight, and API Gateway.
• Integrate contact center solutions with enterprise systems, including CRM platforms, ServiceNow, BMC Helix, and JIRA.
• Develop and optimize CI/CD pipelines, infrastructure-as-code (Terraform, AWS CDK), and automation frameworks for cloud deployments.
• Ensure high availability, security, and performance across multi-region, enterprise-grade contact center solutions.
• Implement API integrations, data security measures, and performance optimization strategies.
Collaboration & Delivery
• Collaborate with business analysts, developers, and operations teams to translate business requirements into technical solutions.
• Engage with stakeholders to communicate architecture decisions and ensure alignment with enterprise standards.
• Provide technical leadership and mentorship to DevOps and development teams.
• Support pilot projects, proof-of-concepts, and production rollouts for cloud and contact center solutions.
Governance & Standards
• Establish and enforce architecture governance, security, and compliance standards.
• Recommend best practices, emerging technologies, and operational improvements for cloud and contact center ecosystems.
• Maintain comprehensive documentation including architectural diagrams, integration mappings, and technical specifications.

Required Skills & Experience
• 10+ years of IT experience with a focus on cloud architecture, DevOps, and enterprise contact center solutions.
• Strong experience with AWS cloud services (Amazon Connect, Lambda, Lex, DynamoDB, QuickSight, API Gateway).
• Expertise in DevOps practices including CI/CD, infrastructure-as-code (Terraform, AWS CDK), and automation tools.
• Hands-on experience with enterprise system integrations (CRM, ServiceNow, BMC Helix, JIRA).
• Strong understanding of data security, API integrations, and performance optimization in contact center ecosystems.
• Excellent communication and stakeholder management skills, with the ability to work across technical and non-technical audiences.

Preferred Qualifications
• Experience with cloud/SaaS AI solutions and agile collaboration practices.
• Knowledge of contact center operations and ecosystem architecture.
• Certifications such as AWS Certified Solutions Architect, Amazon Connect Specialty, or equivalent workloads.
Behavioural Competencies :
• Strong analytical and problem-solving skills.
• Ability to lead cross-functional teams and mentor junior staff.
• Excellent collaboration, communication, and presentation skills.

Required qualifications to be successful in this role:

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Life at CGI:
It is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons
Come join our team, one of the largest IT and business consulting services firms in the world

Skills:

·  DevOps
·  English

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.