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# Contact Center Architect (AWS Connect)

- **Company:** ICONMA LLC
- **Location:** Raritan, NJ, United States
- **Contract:** Permanent contract
- **Skills:** 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, Serverless Computing, Servicenow, Amazon Redshift
- **Published:** August 1, 2026
- **Apply:** https://www.careerjet.com/job/usa5890e36a82ce416556a9fb9f1eb189a/eaa

## About the Role

* 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

## 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


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