Full-Time

Amazon Connect Architect

Updated on 6/17/2025

Blackboard

Blackboard

1,001-5,000 employees

Educational technology solutions for learning enhancement

No salary listed

Mid, Senior

Chennai, Tamil Nadu, India

Category
DevOps & Infrastructure
Platform Engineering
Cloud Engineering
Required Skills
ServiceNow
Zendesk
AWS
Requirements
  • Experience with Amazon Connect, including complex setups and integrations (at least 3 year preferred)
  • Deep understanding of AWS services commonly used with Connect (Lambda, S3, Lex, DynamoDB, CloudWatch, etc.)
  • Hands-on experience integrating Amazon Connect with CRMs and third-party platforms
  • Strong documentation skills — ability to write clear, concise, and visually helpful step-by-step instructions
  • Familiarity with contact center metrics, KPIs, and customer experience best practices
  • Fluency in written and spoken English at CEF C1 level or above
Responsibilities
  • Designing, configuring, and maintaining Amazon Connect environments, including contact flows, routing profiles, hours of operation, and agent experience
  • Building and optimizing Lex bots, Lambda functions, and Amazon Connect Tasks
  • Integrating Amazon Connect with CRMs (e.g., Salesforce, HubSpot), ticketing platforms (e.g., ServiceNow, Zendesk), and internal tools via APIs, AWS Lambda, EventBridge, S3, DynamoDB, etc
  • Developing automation scripts and workflows to streamline operations and reduce manual work
  • Creating step-by-step guides, user manuals, knowledge base articles, and training materials for various stakeholders (agents, supervisors, developers)
  • Maintaining documentation for architecture diagrams, integration patterns, and deployment processes
  • Leading or collaborating on the implementation of new contact center features and migrations
  • Troubleshooting issues, monitoring performance, and ensuring high availability and compliance with SLAs
  • Working closely with business stakeholders, engineers, and IT teams to translate contact center needs into scalable Amazon Connect solutions
  • Training and mentoring internal teams on best practices, configuration, and ongoing support
Desired Qualifications
  • Experience with Amazon Connect Cases, Wisdom, Tasks, and Contact Lens
  • Understanding of TCPA compliance and secure call handling
  • UI/UX understanding for agent and customer interfaces
  • Experience working in regulated industries (e.g., healthcare, finance, Education)

Blackboard provides educational technology solutions that enhance the learning experience for students, educators, and institutions. Its main product is the Learning Management System (LMS) called Blackboard Learn, which allows educators to create and manage course content, track student progress, and facilitate communication. Blackboard also offers data and reporting platforms that integrate various data sources to provide actionable insights and analytics for educational institutions. This helps schools and universities make informed decisions to improve student outcomes and operational efficiency. Unlike many competitors, Blackboard operates on a subscription-based model, ensuring a steady revenue stream while allowing for continuous investment in product development and customer support. The company's goal is to create a world of learning without boundaries, empowering educators and learners to achieve their goals.

Company Size

1,001-5,000

Company Stage

Post IPO Equity

Headquarters

Washington DC, District of Columbia

Founded

1997

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for hybrid learning boosts adoption of Blackboard's LMS offerings.
  • Interest in personalized learning experiences aligns with Blackboard's AI-driven capabilities.
  • Micro-credentialing trends offer expansion opportunities in corporate training and lifelong learning.

What critics are saying

  • Increased competition from Class Technologies may lead to strategic misalignments.
  • Rapid LMS market growth could attract new entrants, eroding Blackboard's market share.
  • Relocation to Reston may increase operational costs and competition for local talent.

What makes Blackboard unique

  • Blackboard offers a comprehensive suite of products for diverse educational needs.
  • The company integrates AI-driven analytics to enhance personalized learning experiences.
  • Blackboard's solutions support the entire learning lifecycle, from K-12 to corporate training.

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Benefits

Remote Work Options

Company News

Anthology
Jan 25th, 2024
Anthology Earns Top Honors for AI and Data-Driven Innovations in the 2023 Campus Technology New Product Awards

Blackboard Learn was awarded gold in the Learning Management System category.

Market Research Blog
Dec 7th, 2023
Learning Management System (LMS) Market Set for 18% CAGR, Expected to Hit US$ 98.5 Billion by 2032

In October 2020, Blackboard launched Blackboard Reach, its new solution for K-12 institutes.

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Companies such as Volkswagen Group of America, StarKist Co., Rolls-Royce North America, and Blackboard Inc., have recently moved their HQs to Reston to capitalize on all that the area has to offer.

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