AWS Lambda, Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Artificial Intelligence (AI), Call Center Integration, Call Centers, Computer Telephony Integration (CTI), Cost Control, Customer Relations, High Availability, Knowledge Modeling, Leadership, Mentoring, Operational Support, Product Pricing, Quality Assurance, ServiceNow, Stability Analysis, Voice Response Systems
Job Title : Contact Center Architect (AWS Connect)
Top Skills Required :
1. AWS Connect
2. AWS Connect Q
3. Contact Center technologies
Role Summary
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.
Key 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:
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
Mandatory Skills & Experience
• 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)