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Contact Center Architect (AWS Connect)
ICONMA LLC
Raritan, NJ, United States
11 days ago
- Discuss this with your agent
- Open in Claude
- Open in ChatGPT
Role details
Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Experience required
0 years minimum
Working hours
Regular working hours
Job source
Tech stack
Artificial Intelligence
Amazon Web Services
Amazon S3
Computer Telephony Integration
Amazon DynamoDB
Identity and Access Management
Lex (Software)
WebRTC
Amazon Connect
Chatbots
AWS Lambda
Functional Programming
+3 more
Serverless Computing
Servicenow
Amazon Redshift
Job description
- 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:
- ServiceNow CTI (CTA)
- AWS Lambda, DynamoDB, Kinesis, S3, Redshift
- Lex, Polly, Contact Lens
- 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)
- Years of Experience: 14.00 Years of Experience
Apply for this position
This job is hosted externally. Click below to view the full posting and apply.
Apply on www.careerjet.comGood distractions
Talks and stories from around this role — technically off-topic, practically not.
Moments
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Evaluating formal AWS certifications versus raw practical engineering experience
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