AWS Architect

Responsibilities

• Define and drive the overall architecture for the Hercules Cloud Contact Center (C3) platform, including its AI-enabled capabilities.
• Partner with product owners, engineering teams, business stakeholders, and data engineering to design and deliver scalable, secure, and resilient solutions that improve agent performance, operational insights, customer experience, and decision-making.
• Evaluate emerging technologies and drive modernization initiatives across C3 platform capabilities, ensuring architectural consistency, technical governance, and long-term platform scalability.
• Establish technical standards, lead end-to-end solution design, and participate in proof-of-concepts and reference implementations.
• Develop reusable architecture patterns and reference implementations (API, event-driven, integration, security, observability, reliability).
• Drive API-first and event-driven architectures (e.g., API gateway patterns, eventing/async workflows).
• Architect GenAI-powered actionable insights and AI-assisted agent coaching capabilities, including safe and cost-aware LLM usage.
• Maintain broad knowledge of application and integration architectures (web apps, web services, integration patterns, data flows).
• Apply State Farm architecture standards and evaluate solutions against enterprise patterns and governance requirements.
• Ensure quality across multiple environments through technical guidance, review, and governance.
• Understand end-to-end interconnections across applications and data flows, including impacts to end users.
• Provide mentorship and enablement through technical guidance, reusable artifacts, and engineering training.
• Establish feedback loops with business and technology partners to review and validate architecture decisions.
• Exercise significant influence across multiple product suites/teams within the domain.
• Act as a trusted advisor to shape leadership decisions and guide product team technical direction.

Qualifications

• 10+ years experience delivering cloud solutions on AWS, with architectural accountability.
• Proven expertise architecting modern, scalable, maintainable, and resilient solutions with agility.
• Experience designing CI/CD and operational excellence practices aligned to DevSecFinOps, SRE, and SLOs/SLIs.
• Proficiency with core technologies and languages such as Java, Python, React, and AWS services including: Compute/networking (Lambda, ECS/EKS, ROSA, VPC), Storage/data (S3, DynamoDB, Redshift, Glue), Integration (REST APIs, SNS/SQS/EventBridge).
• Familiarity with AWS Well-Architected Framework and practical application of its pillars.
• Experience with security and data governance practices (e.g., IAM least privilege, KMS encryption, secrets management, auditing/monitoring, PII handling).
• Experience with LLM/GenAI integration patterns, including RAG (retrieval + grounding), tool/function calling, and structured outputs.
• Understanding of GenAI evaluation and quality practices (hallucination reduction, offline/online evals, feedback loops).
• Contact center platform experience, including Amazon Connect (preferred).