Contact Center Architect (AWS Connect

We are seeking a highly experienced Contact Center Architect (AWS Connect) to lead the architecture, stability, and evolution of a global Amazon Connect platform supporting enterprise operations across North America, EMEA, and APAC regions. This is a hands-on architecture role responsible for designing scalable, resilient, and AI-enabled contact center solutions not an L2/L3 support position.

The ideal candidate will serve as the primary Subject Matter Expert (SME) for Amazon Connect, AWS serverless technologies, contact center AI capabilities, and enterprise integrations while driving platform innovation, reliability, and operational excellence., Architecture & Technical Leadership

• Serve as the primary architect and SME for Amazon Connect across multiple global regions.
• Design and maintain highly available, region-isolated architectures across Production, Development, Lab, and Sandbox environments.
• Architect scalable and resilient contact center solutions supporting global business operations.
• Lead platform roadmap discussions, innovation initiatives, and architecture reviews.

Amazon Connect & Contact Center Engineering

• Design, develop, and maintain complex IVR and contact flows (100+ flows).
• Build orchestration solutions leveraging Amazon Connect, AWS Lambda, and DynamoDB.
• Optimize routing strategies, customer journeys, and agent experiences.
• Drive continuous improvements for platform performance and reliability.

Enterprise Integrations

• Architect and support integrations with:

• ServiceNow CTI (CTA)
• AWS Lambda
• DynamoDB
• Kinesis
• Amazon S3
• Amazon Redshift
• Amazon Lex
• Amazon Polly
• Contact Lens
• WebRTC Voice & Video Channels

Develop scalable integration patterns for enterprise contact center ecosystems.

AI & Automation

• Lead implementation of AI-driven capabilities including:

• Amazon Connect Q
• Contact Lens
• Agent Assist
• Conversational AI
• Sentiment Analysis
• QA Analytics
• Generative AI Proof of Concepts (POCs)

Evaluate and implement emerging AI technologies to enhance customer and agent experiences.

Security, Compliance & Reliability

• Ensure security architecture aligns with enterprise IAM, governance, audit, and compliance requirements.
• Drive resiliency improvements, production stability initiatives, and incident analysis.
• Implement disaster recovery, monitoring, and high-availability strategies.
• Optimize AWS utilization and cost management practices.

Stakeholder & Team Leadership

• Act as the primary escalation point for Amazon Connect-related architecture and production issues.
• Conduct global knowledge transfer sessions and mentor engineering and operations teams.
• Collaborate with AWS teams, business stakeholders, and leadership on strategic initiatives.
• Partner with AWS TAMs and Solution Architects to drive best practices and platform enhancements.

• 10+ years of overall Contact Center experience.
• Deep hands-on experience architecting and supporting Amazon Connect in enterprise production environments.

• Strong expertise in AWS serverless technologies including:

• AWS Lambda
• DynamoDB
• Kinesis
• S3

Proven experience integrating Amazon Connect with ServiceNow CTI.

Experience supporting large-scale, multi-region contact center platforms.

Strong client-facing communication and stakeholder management skills.

Ability to function as an architect, technical leader, and escalation point.

Preferred Qualifications

• Amazon Connect AI capabilities (Contact Lens, Agent Assist, Sentiment Analysis, QA Analytics).
• WebRTC and digital channel integration experience.
• AWS cost optimization and pricing model expertise.
• Experience working closely with AWS TAMs and AWS Solution Architects.
• Knowledge of Conversational AI and Generative AI solutions.

Preferred Certifications

• Amazon Connect Communications Specialist
• Amazon Connect Developer Certification
• AWS Certified Solutions Architect Associate or Professional

Screening Focus Areas

• Deep Amazon Connect architecture and production support experience.
• AWS Serverless (Lambda, DynamoDB, Kinesis, S3) expertise.
• ServiceNow CTI integration and enterprise contact center transformation experience.