Senior Amazon Connect Application Architect

This is a fully remote position, open to applicants in North Carolina, +3 more states.

📋 Description

• Collaborate with clients and Solution Architects to establish comprehensive system designs, crafting blueprints for IVR and voice workflows, omni-channel routing, ticket lifecycles, and essential integration points; create scalable, highly available, secure, and cost-efficient architectures on Amazon Connect and AWS by applying Well-Architected Framework principles; finalize and take ownership of the Technical Design Document.

• Construct and configure Amazon Connect contact flows and related components, developing custom application logic using AWS Lambda, Amazon Lex, Amazon Polly, S3, Kinesis, and DynamoDB; create tailored agent experiences utilizing the Amazon Connect Streams API and a custom Contact Control Panel (CCP), and enhance the solution with Amazon Connect Cases, Customer Profiles, Contact Lens, and Amazon Bedrock agents as necessary; write clean, maintainable code in Python, Java, or Node.js; develop and uphold infrastructure as code (preferably Terraform, with AWS CloudFormation also supported) and CI/CD pipelines to facilitate repeatable, automated deployments.

• Validate and confirm the technical approach and architecture, ensuring compliance with AWS best practices and client security and compliance mandates; authorize configuration changes and custom application deployments, resolving complex technical issues; select the suitable AWS services for each scenario, balancing performance, scalability, security, and cost.

• Design and implement seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP platforms; lead migration efforts from legacy contact center systems (for instance, Salesforce Service Cloud, Five9, or Genesys) to Amazon Connect, assessing existing systems and formulating practical migration strategies.

• Serve as a technical advisor on Amazon Connect platform capabilities, assisting account and solution teams with discovery, solution demonstrations, proofs of concept, and effort estimation as required.

• Provide strategic technical guidance, mentorship, and hands-on support to Application and Quality Engineers; act as the primary technical consultant for clients, leading discovery sessions, design workshops, solution demonstrations, and configuration reviews; facilitate communication between technical and non-technical stakeholders.

• Collaborate with the Quality Engineer to ensure comprehensive testing of all agent, customer, and business experiences; review and validate test cases, focusing on end-to-end experience quality; monitor and optimize application performance in production.

• Maintain clear and ongoing communication between the technical delivery team, the Project Manager, and the client; proactively identify scope creep and potential technical obstacles to avert cost overruns, ensuring the final solution is secure, cost-optimized, and easily maintainable by the client's operations team.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience, with 5+ years in contact center solutions and at least 4 years in a technical leadership, application architect, or solution architect role for CCaaS or cloud deployments.

• Proven expertise in designing and constructing complex, scalable, resilient, and cost-effective omnichannel Customer Experience (CX) solutions on Amazon Connect and AWS, following Well-Architected Framework principles.

• Demonstrated experience in personally building and deploying solutions on AWS, rather than just designing them, including serverless development, infrastructure as code, and automated deployment pipelines.

• Hands-on experience in creating custom agent experiences using the Amazon Connect Streams API and custom Contact Control Panel (CCP), as well as working with the Amazon Connect backend service APIs for contact flows, contact handling, and reporting.

• Extensive experience in architecting and implementing seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP.

• Proficiency in contact center reporting and analytics, including Contact Lens conversational analytics, and ensuring data consistency across the platform.

• Capability to lead technical discovery, deliver solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications and functional software.

🏝️ Benefits

• Offers Bonus