Contact Center Architect (AWS Connect)
Net2Source
Somerville, United States of America
2 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Senior Compensation
$ 135KJob location
Somerville, United States of America
Tech stack
Artificial Intelligence
Amazon Web Services (AWS)
Amazon Web Services (AWS)
Computer Telephony Integration
Amazon DynamoDB
Identity and Access Management
Lex (Software)
WebRTC
Amazon Connect
Chatbots
AWS Lambda
Functional Programming
Serverless Computing
ServiceNow
Redshift
Job description
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., * 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
Requirements
- 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)