Contact Center Architect (AWS Connect)

Remote 


Top Skills Required :

1. AWS Connect

2. AWS Connect Q

3. Contact Center technologies

Role Summary
We are seeking a Senior Amazon Connect Architect to own the architecture, stability, and evolution of a global, multi region Amazon Connect contact center platform supporting enterprise operations across NA, EMEA, and APAC. This is a hands on architect role, not L2/L3 support.
The role will act as the primary SME for Amazon Connect, AWS serverless integrations, contact center AI, and complex enterprise integrations.

Key Responsibilities
• Serve as primary architect & SME for Amazon Connect across multiple global regions
• Design and maintain highly available, region isolated architectures (Prod / Dev / Lab / Sandbox)
• Architect and manage complex IVR/contact flows (100+ flows) using DynamoDB + Lambda orchestration
• Lead integrations with:
o ServiceNow CTI (CTA)
o AWS Lambda, DynamoDB, Kinesis, S3, Redshift
o Lex, Polly, Contact Lens
o WebRTC voice/video channels
• Drive AI enablement (Contact Lens, Agent Assist, conversational AI, GenAI POCs)
• Ensure security, IAM, compliance, and audit alignment with enterprise standards
• Own production stability, incident analysis, and resiliency improvements
• Lead global KT sessions, mentor engineering and operations teams
• Partner with AWS, client stakeholders, and leadership on roadmap, cost optimization, and innovations

Mandatory Skills & Experience
• 10+ years overall experience in Contact Center
• Deep, hands on Amazon Connect experience (architecture + production)
• Strong AWS serverless experience: Lambda, DynamoDB, Kinesis, S3
• Proven ServiceNow CTI integration experience
• Experience supporting enterprise, multi region contact center platforms
• Ability to operate as a client facing architect & escalation point

Strongly Preferred
• Amazon Connect AI (Contact Lens, Agent Assist, sentiment, QA analytics)
• WebRTC or digital channel integrations
• AWS cost optimization and pricing model knowledge
• Experience working with AWS TAMs / solution architects

Certifications (Preferred)
• Amazon Connect Communications Specialist
• Amazon Connect Developer
• AWS Certified Solutions Architect (Associate or higher)