Contact Center Architect – Amazon Connect & AWS

Role: Contact Center Architect

Primary Technology: Amazon Connect

Work Arrangement: Remote

Candidate Location: EST and CST time zones preferred

Experience: 10+ years of overall IT experience

Amazon Connect: Minimum 3+ years of hands-on production experience

Healthcare Experience: Not mandatory; candidates from other industries are welcome.

Critical Requirement: Candidates must have strong hands-on experience in both Amazon Connect architecture and development.

Communication: Strong communication and stakeholder management skills are essential.

Job Summary

We are looking for a Contact Center Architect with strong hands-on Amazon Connect architecture and development experience.

The candidate will design and deliver modern contact center solutions, including IVR/IVA, customer authentication, self-service, omnichannel experiences, and agent workflows.

This role requires a combination of technical architecture, hands-on development knowledge, AWS expertise, enterprise integrations, and strong business communication. The architect will act as a bridge between business stakeholders and technical teams to deliver scalable, secure, and efficient contact center solutions.

Industry Background: Healthcare experience is preferred but not required. Candidates with relevant experience in banking, insurance, retail, telecommunications, technology, or other industries may be considered.

Key Responsibilities

Business Partnership & Requirements Discovery

• Lead discovery sessions with business, operations, product, and compliance stakeholders.
• Understand business objectives, customer pain points, and contact center requirements.
• Translate business requirements into clear technical specifications.
• Explain technical constraints, risks, and trade-offs to business stakeholders.
• Facilitate design reviews and support decision-making across teams.
• Build trust and alignment between business and technical teams.

Amazon Connect Architecture

• Own the end-to-end architecture of Amazon Connect contact center solutions.
• Design IVR, IVA, contact flows, routing strategies, queueing, and callback experiences.
• Develop voice, chat, and omnichannel customer experiences.
• Design customer authentication and identity verification workflows.
• Create self-service solutions focused on containment and customer deflection.
• Work with Amazon Lex, Polly, Transcribe, and Contact Lens.
• Support modernization from legacy platforms such as Avaya or Genesys.

Development & AWS Integration

• Provide hands-on technical guidance for Amazon Connect development.
• Review implementations and establish development standards.
• Integrate Amazon Connect with CRM, enterprise applications, and third-party services.
• Design serverless and event-driven solutions using:
  • AWS Lambda
  • API Gateway
  • DynamoDB
  • S3
  • Kinesis
• Collaborate with developers to resolve technical challenges and deliver solutions.

Security & Governance

• Design secure authentication and identity verification workflows.
• Implement IAM, encryption, least-privilege access, and audit logging.
• Ensure secure handling of sensitive customer information.
• Conduct architecture reviews and security assessments.
• Support compliance requirements relevant to the client’s industry.

Operations & Optimization

• Establish monitoring, logging, and alerting using CloudWatch and related tools.
• Monitor contact center KPIs, including:
  • Authentication success rate
  • Self-service and containment rate
  • Average Handle Time (AHT)
  • Customer deflection
• Lead root-cause analysis and continuous improvement.
• Implement Infrastructure as Code using CloudFormation or Terraform.
• Support CI/CD and reliable deployment processes.

Must-Have Requirements

• 10+ years of overall IT experience.
• 4–6+ years of AWS cloud and solution architecture experience.
• 3+ years of hands-on Amazon Connect experience in production environments.
• Strong experience in both Amazon Connect architecture and development.
• Experience designing IVR/IVA, contact flows, telephony, and CTI integrations.
• Experience with caller authentication, identity verification, or secure customer workflows.
• Experience designing self-service, containment, or customer deflection solutions.
• Strong knowledge of Amazon Connect ecosystem, including:
  • Amazon Lex
  • Amazon Polly
  • Amazon Transcribe
  • Amazon Contact Lens
• Experience with AWS services such as:
  • Lambda
  • API Gateway
  • DynamoDB
  • S3
  • Kinesis
• Experience integrating Amazon Connect with CRM, enterprise applications, or third-party systems.
• Knowledge of CloudFormation or Terraform, CloudWatch, and CI/CD.
• Strong verbal and written communication skills.
• Ability to work directly with business stakeholders and technical teams.
• Strong facilitation, stakeholder management, and problem-solving skills.

Preferred Requirements

• Healthcare contact center experience.
• Experience in banking, insurance, retail, telecommunications, or other customer service industries.
• AWS Certified Solutions Architect certification.
• Experience with conversational AI, chatbots, and virtual-agent design.
• Experience with Salesforce, ServiceNow, or other CRM platforms.
• Experience migrating from Avaya, Genesys, or other legacy contact center platforms.
• Knowledge of HIPAA, HL7/FHIR, or other industry-specific compliance standards.
• Experience with Amazon QuickSight and Contact Lens analytics.
• Experience mentoring developers and leading technical teams.