Director, Solution Architecture (Contact Center)

Primary Responsibilities

• Cloud Application & Service Development
• Design and build cloud native services using AWS primitives (Lambda, ECS/EKS, API Gateway, DynamoDB/RDS, S3, EventBridge, etc.)
• Develop Amazon Connect integrations, including contact flows, pre/post route services, agent assist hooks, and downstream data integrations
• Implement REST/event driven APIs that integrate Amazon Connect with SIP, bot, analytics, and healthcare platforms
• Infrastructure as Code (IaC)
• Build and maintain infrastructure using Terraform and/or Python Scripting
• Ensure repeatable, environment consistent deployments across DEV, STAGE, and PROD
• Partner with platform and security teams to meet enterprise cloud governance standards
• SIP Application Development
• Develop and maintain SIP services that manage call routing, transfers, session state, and header manipulation
• Implement support for call flows integrating carriers, SBCs, OCCAS, bots, and agent platforms
• Enhance SIP behavior to support new features such as consult, warm transfer, barge in, and failover patterns
• SIPREC, Recording & Media Integrations
• Build SIPREC routing and recording integrations supporting analytics, compliance, and agent assist use cases
• Partner with cloud and media teams to ensure reliable RTP and metadata capture
• DevOps & CI/CD
• Implement GitHub based CI/CD pipelines for application and infrastructure deployments
• Embed automated testing, artifact scanning, and promotion controls
• Support trunk based development and safe production release patterns
• Security, Compliance & Cost Awareness
• Apply AWS security best practices including IAM least privilege, secrets management, encryption at rest/in transit, and logging
• Support PCI aware and regulated workloads as part of cloud integrations
• Monitor and optimize cloud spend using FinOps principles
• Observability & Operations
• Implement logging, metrics, and tracing using CloudWatch and enterprise observability tooling
• Participate in production support, incident response, and root cause analysis
• Build operational runbooks and automation for day 2 support

Required Qualifications

• 10+ years of experience as a Solution Architect
• 8+ years of experience developing SIP Based solutions and Cloud design (e.g. AWS application and infrastructure) including cloud networking, identity, security, and operational best practices
• 3+ years of experience designing, developing, or supporting enterprise contact center solutions, including voice and digital customer interaction platforms
• 2+ years of hands on experience with SIP solutioning (OCCAS), Amazon Connect or CCaaS integrations

Preferred Qualifications

• Experience integrating Amazon Connect with SIP transport, bots, or voice analytics platforms
• Familiarity with regulated workloads (PCI, healthcare data flows)