Our Client, an IT Services and Consulting company, is looking for a Contact Center Architect (AWS Connect) for their Raritan, NJ/Hybrid location.
Responsibilities:- 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
Why Should You Apply?