Amazon Connect Architect

Overview

Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

amazon connect
Contact flow
ivr

Job Details

Job Summary:

We are seeking an experienced Amazon Connect Architect to lead the design, development, and implementation of scalable and secure contact center solutions using AWS Connect and related services. The ideal candidate will have deep knowledge of cloud-based contact center platforms, a strong understanding of customer experience (CX), and the ability to architect end-to-end voice and chat solutions integrated with enterprise systems.

Key Responsibilities:

  • Design, architect, and implement contact center solutions using Amazon Connect.

  • Integrate Amazon Connect with AWS services like Lambda, Lex, DynamoDB, S3, CloudWatch, Kinesis, etc.

  • Develop and manage contact flows, IVRs, chatbots, and routing profiles.

  • Design and implement real-time and historical reporting solutions.

  • Work with cross-functional teams (DevOps, QA, Data, Customer Success) to deliver scalable and maintainable solutions.

  • Ensure compliance with security, privacy, and regulatory requirements.

  • Lead architectural reviews and provide guidance on best practices for high availability and disaster recovery.

  • Collaborate with stakeholders to gather requirements and translate them into technical specifications.

  • Provide hands-on support during development, testing, deployment, and maintenance phases.

  • Stay current with the latest Amazon Connect and AWS service updates.

Required Skills and Qualifications:

  • 5+ years of experience in cloud architecture and solution design.

  • 3+ years of hands-on experience with Amazon Connect.

  • Strong knowledge of AWS services (Lambda, API Gateway, CloudFormation, IAM, etc.).

  • Experience with contact flow design, IVR scripting, and customer journey mapping.

  • Familiarity with programming/scripting languages such as Python, Node.js, JavaScript.

  • Experience integrating Amazon Connect with CRMs (e.g., Salesforce, Zendesk) and ticketing systems.

  • Excellent understanding of telephony systems, SIP, call recording, and voice analytics.

  • Strong communication skills and experience working with stakeholders and business users.

Preferred Qualifications:

  • AWS Certified Solutions Architect Associate or Professional.

  • Experience with AI/ML integration (Amazon Lex, Polly, Contact Lens).

  • Knowledge of workforce optimization (WFO) tools and Omnichannel Contact Center solutions.

  • Experience in regulated industries (e.g., healthcare, finance) is a plus.

  • Familiarity with Agile methodologies and DevOps practices.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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