Amazon Connect Architect

About the Role

This is an onsite position in Plano, TX, focused on architecting and implementing enterprise solutions on AWS, specifically within cloud contact center environments.

Key Responsibilities

• Architect and implement AWS applications and networking
• Implement and manage cloud contact center platforms, preferably Amazon Connect
• Rapidly build proof-of-concepts and scale them into enterprise solutions
• Apply advanced knowledge of application and infrastructure architecture principles
• Develop and maintain infrastructure as code using tools like Terraform
• Work with CI/CD tools (e.g., Jules) and version control systems (Bitbucket, Git)
• Troubleshoot, monitor, and provide production support in large environments using tools such as Splunk, Datadog, and CloudWatch
• Integrate conversational AI and speech analytics; apply GenAI/LLM for agent assist, summarization, and knowledge retrieval while following responsible AI practices (PII, controls, guardrails)

Required Qualifications

• 12+ years of experience
• Proficiency in at least one modern programming language (e.g., Python, Java)
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations
• Experience implementing cloud contact center platforms, preferably Amazon Connect
• Strong expertise with Infrastructure as Code (e.g., Terraform)
• Ability to architect and implement AWS applications and networking
• Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git)
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions
• Advanced knowledge of application and infrastructure architecture principles
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)
• Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch

Preferred Qualifications

• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms