Contact Center Architect (AWS Connect)
Posted 2 weeks ago by New York Technology Partners
Negotiable
Undetermined
Remote
Remote
Summary: The role of Contact Center Architect (AWS Connect) involves leading the architecture and evolution of a global Amazon Connect contact center platform. This hands-on position requires deep expertise in AWS services and contact center technologies, focusing on stability and integration across multiple regions. The architect will serve as the primary subject matter expert and will mentor teams while ensuring compliance and security standards are met. The position is remote and targets candidates based in the US.
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 ServiceNow CTI (CTA), AWS Lambda, DynamoDB, Kinesis, S3, Redshift, Lex, Polly, Contact Lens, and 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
Key Skills:
- 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
- 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: Amazon Connect Communications Specialist, Amazon Connect Developer, AWS Certified Solutions Architect (Associate or higher)
Salary (Rate): £60
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Greetings from NYTP!!
Job Title : Contact Center Architect (AWS Connect)
40 hours/week
CTS / J&J - 56207-1
Only W2 MAX $60 -$65/hr on W2
Remote possible (Only US based candidates)
Top Skills Required:
- AWS Connect
- AWS Connect Q
- 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)
Years of Experience: 14.00 Years of Experience