Solutions Architect (Cloud Telephony)

As a Twilio and AWS (Amazon Connect) partner, we help our clients to transform the way they reach and connect with customers. Our team is made up of Twilio and AWS-certified experts with experience across the multiple industries. We are committed to continuing to grow and develop our CCaaS (Call Center as-a Service) Practice via Cloud Communication Platforms.

HGS Digital is seeking talented, experienced cloud architect interested in helping our customers grow in the cloud telephony arena. We are looking for voracious learners to partner with our amazing colleagues and deliver high quality solutions to our Customers.

Work Site:

Hiring for preferably for Chicago, IL or Austin, TX. Open for remote work for right candidate.


  • 10+ Years of IT Experience in Design/Development
  • 5+ years project experience migrating and deploying cloud-based solutions
  • 3+ years project experience migrating and deploying cloud-based telephony solutions on Amazon Connect and Twilio by using AWS and Twilio ecosystem
  • 5+ years architecting, implementing and supporting Amazon Web Services infrastructure, topologies and ecosystem
  • Strong analytical problem-solving ability, Self-starter with the ability to work independently or as part of a project team
  • 3+ years of working in a technical team full stack and front-end developers
  • Performance analysis, troubleshooting and remediation techniques
  • Deep product knowledge and understanding of product features including:
    • AWS Connect, Twilio Flex, IaaS, PaaS, SaaS Solutions, Chat and Voice Bots
  • Strong hands-on programming skills
  • Available to travel up to 10%

Requirements, Academic and Certifications:

  • B.S. in Computer Science, related fields or commensurate work experience
  • AWS Solution Architect – Professional Certification and one additional professional or specialty level certifications in Amazon Connect
  • Twilio Flex Certification for Partners and Practitioners

Requirements, Deep Technical knowledge for Cloud based Telephony platforms:

  • Set up and Configure cloud-based contact center using Amazon Connect and Twilio Flex
  • Expertise with Twilio's contact center stack. Flex, TaskRouter, Studio, Functions, Webhooks, Video Chat, Super Network, YTica and Channel APIs
  • Integrate Amazon Connect with different AWS services, including AWS Identity and Access Management (IAM), Lambda, DynamoDB, S3, Amazon Lex and Transcribe
  • Describe historical and real-time data that is produced by Amazon Connect and in Twilio Insights with GoodData

Requirements, Good Technical Application Architect:

  • API based integrations of Twilio Flex and Amazon Connect platform with various CRMs for CTI, Screen POP and data feeds, CRMs like Salesforce, Oracle RightNow, Microsoft Dynamics
  • Software development experience in one or more of the following areas, Backend (Java, C#, Node.js, Python, PHP), Web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Pug, Jade, Angular), experience building with REST APIs
  • Candidate must have significant experience with modern Web technologies including React and Node.js as well as REST API design on modern web stacks and live coding
    • Experience building and optimizing data pipelines, architectures and data sets, relational SQL and NoSQL databases, including Postgres and Dynamo
    • Experience with AWS cloud services: EC2, ECS, S3, RDS, CloudFormation

Desired, understanding for Call Center based platforms:

  • Good understanding of contact center platforms and protocols used for Telephony, WFM management, Voice and Screen loggers, SIP gateways, TDM, CTI, ANI, QOS, SIPREC etc.
    • Telecoms (ACD / PABX) platforms and products like Avaya, Genesys, SIP gateways like
    • WFM platforms like Aspect eWFM, Voice and Screen loggers
  • Good knowledge and understanding of product features including:
    • Understanding of cloud ecosystem and leading-edge cloud emerging technologies
    • Experience supporting Production apps or workloads in a cloud-based environment