Contact Center Architect (AWS Connect) - W2 Only

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)
• Arcitect 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, 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

Years of Experience

14.00