Job description

About Brillio:

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

Role Brief – We are seeking an Enterprise Architect to drive the AWS Connect Transformation agenda for our clients. This person will be responsible for defining the strategy, architecture, and execution roadmap for modernizing our contact center operations using Amazon Connect, AI/ML, and cloud-native technologies. The ideal candidate will have extensive hands-on experience in cloud migrations, serverless architectures, multi-channel contact center solutions, and AWS services, combined with strong leadership, stakeholder management, and business acumen. This role requires a visionary leader who can work cross-functionally to align technology investments with business goals, optimize cloud spending, and drive innovation in customer engagement platforms.

Key Responsibilities:

Define and lead the AWS Connect strategy and roadmap, aligning with business objectives.

Drive end-to-end transformation of contact center platforms, integrating voice, chat, SMS, and AI-driven automation.

Own the AWS Contact Center Modernization strategy, ensuring scalability, cost optimization, and customer experience enhancement.

Solution Architecture & Delivery

Architect and implement Amazon Connect-based self-service contact center solutions with AI-driven automation.

Leverage AWS services such as Lambda, Lex, S3, DynamoDB, Kinesis, SNS/SQS, and Step Functions for serverless workflows.

Ensure seamless integration with CRMs (Salesforce, ServiceNow, custom enterprise systems).

Conduct AWS Well-Architected Reviews to ensure best practices for security, reliability, and performance efficiency.

Lead cloud migration and modernization initiatives under the AWS Migration Acceleration Program (MAP) across Assess, Mobilize, and Migrate phases.

Implement microservices-based architectures, containerized workloads (Docker, Kubernetes), and Infrastructure as Code (Terraform, CloudFormation, CDK).

Optimize cloud costs through FinOps best practices and AWS-native cost management tools.

Stakeholder Management & Pre-Sales

Work closely with business leaders, technology teams, and vendors to align solutions with enterprise goals.

Provide technical leadership in pre-sales engagements, supporting multi-million-dollar deals by designing solutions and presenting them to customers.

Develop business cases and ROI models to justify technology investments in AWS Connect and cloud transformation.

Build and manage a high-performing team of architects, engineers, and consultants focused on AWS Connect and cloud solutions.

Foster a culture of continuous learning, innovation, and excellence in cloud adoption and DevOps.

Establish best practices for agile delivery, ensuring quality, security, and operational efficiency.

Required Skills & Qualifications:

15+ years in Cloud, Contact Center Solutions, and Digital Transformation

AWS Cloud Expertise: Strong experience with AWS Contact Center solutions (Amazon Connect, Lex, Polly, Kinesis, SNS/SQS, Lambda, DynamoDB, API Gateway, Step Functions, IAM, CloudWatch, CloudTrail, etc.).

Contact Center Transformation: Hands-on experience designing and implementing multi-channel customer engagement platforms (Voice, Chat, SMS, AI-driven IVRs, Intelligent Routing, Call Analytics, Workforce Optimization, etc.).

Cloud Migration & Modernization: Extensive experience in AWS Migration Acceleration Program (MAP), hybrid-cloud strategies, and Well-Architected Framework assessments.

DevOps & Automation: Proficiency in Infrastructure as Code (Terraform, CDK, CloudFormation), CI/CD pipelines, and monitoring solutions.

Proven experience leading large-scale technology transformation programs in global organizations.

Strong experience in solution presentation to C-level executives.

Ability to define technology roadmaps, align with business objectives, and drive innovation.

Strong vendor and stakeholder management skills, with experience collaborating across geographically distributed teams.

Experience in portfolio management, and technology investment planning.

Preferred Qualifications:

AWS Certifications (AWS Certified Solutions Architect – Professional, AWS Certified DevOps Engineer, AWS Advanced Networking, AWS Security Specialty, etc.).

Experience in customer experience analytics and AI-driven personalization in contact center solutions.

Knowledge of regulatory compliance and security best practices in cloud environments.

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

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