Role: Contact Center Architect
Primary Technology: Amazon Connect
Work Arrangement: Remote
Candidate Location: EST and CST time zones preferred
Experience: 10+ years of overall IT experience
Amazon Connect: Minimum 3+ years of hands-on production experience
Healthcare Experience: Not mandatory; candidates from other industries are welcome.
Critical Requirement
Candidates must have strong hands-on experience in both Amazon Connect architecture and development.
Communication: Strong communication and stakeholder management skills are essential.
Job Summary
We are looking for a Contact Center Architect with strong hands-on Amazon Connect architecture and development experience.
The candidate will design and deliver modern contact center solutions, including IVR/IVA, customer authentication, self-service, omnichannel experiences, and agent workflows.
This role requires a combination of technical architecture, hands-on development knowledge, AWS expertise, enterprise integrations, and strong business communication. The architect will act as a bridge between business stakeholders and technical teams to deliver scalable, secure, and efficient contact center solutions.
Industry Background
Healthcare experience is preferred but not required. Candidates with relevant experience in banking, insurance, retail, telecommunications, technology, or other industries may be considered.
Business Partnership & Requirements Discovery
- Lead discovery sessions with business, operations, product, and compliance stakeholders.
- Understand business objectives, customer pain points, and contact center requirements.
- Translate business requirements into clear technical specifications.
- Explain technical constraints, risks, and trade-offs to business stakeholders.
- Facilitate design reviews and support decision-making across teams.
- Build trust and alignment between business and technical teams.
Amazon Connect Architecture
- Own the end-to-end architecture of Amazon Connect contact center solutions.
- Design IVR, IVA, contact flows, routing strategies, queueing, and callback experiences.
- Develop voice, chat, and omnichannel customer experiences.
- Design customer authentication and identity verification workflows.
- Create self-service solutions focused on containment and customer deflection.
- Work with Amazon Lex, Polly, Transcribe, and Contact Lens.
- Support modernization from legacy platforms such as Avaya or Genesys.
Development & AWS Integration
- Provide hands-on technical guidance for Amazon Connect development.
- Review implementations and establish development standards.
- Integrate Amazon Connect with CRM, enterprise applications, and third-party services.
- Design serverless and event-driven solutions using:
- AWS Lambda
- API Gateway
- DynamoDB
- S3
- Kinesis
- Collaborate with developers to resolve technical challenges and deliver solutions.
Security & Governance
- Design secure authentication and identity verification workflows.
- Implement IAM, encryption, least-privilege access, and audit logging.
- Ensure secure handling of sensitive customer information.
- Conduct architecture reviews and security assessments.
- Support compliance requirements relevant to the client’s industry.
Operations & Optimization
- Establish monitoring, logging, and alerting using CloudWatch and related tools.
- Monitor contact center KPIs, including:
- Authentication success rate
- Self-service and containment rate
- Average Handle Time (AHT)
- Customer deflection
- Lead root-cause analysis and continuous improvement.
- Implement Infrastructure as Code using CloudFormation or Terraform.
- Support CI/CD and reliable deployment processes.
Must-Have Requirements
- 10+ years of overall IT experience.
- 4–6+ years of AWS cloud and solution architecture experience.
- 3+ years of hands-on Amazon Connect experience in production environments.
- Strong experience in both Amazon Connect architecture and development.
- Experience designing IVR/IVA, contact flows, telephony, and CTI integrations.
- Experience with caller authentication, identity verification, or secure customer workflows.
- Experience designing self-service, containment, or customer deflection solutions.
- Strong knowledge of Amazon Connect ecosystem, including:
- Amazon Lex
- Amazon Polly
- Amazon Transcribe
- Amazon Contact Lens
- Experience with AWS services such as:
- Lambda
- API Gateway
- DynamoDB
- S3
- Kinesis
- Experience integrating Amazon Connect with CRM, enterprise applications, or third-party systems.
- Knowledge of CloudFormation or Terraform, CloudWatch, and CI/CD.
- Strong verbal and written communication skills.
- Ability to work directly with business stakeholders and technical teams.
- Strong facilitation, stakeholder management, and problem-solving skills.
Preferred Requirements
- Healthcare contact center experience.
- Experience in banking, insurance, retail, telecommunications, or other customer service industries.
- AWS Certified Solutions Architect certification.
- Experience with conversational AI, chatbots, and virtual-agent design.
- Experience with Salesforce, ServiceNow, or other CRM platforms.
- Experience migrating from Avaya, Genesys, or other legacy contact center platforms.
- Knowledge of HIPAA, HL7/FHIR, or other industry-specific compliance standards.
- Experience with Amazon QuickSight and Contact Lens analytics.
- Experience mentoring developers and leading technical teams.