Software Architect – Amazon Connect, IVR

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the technical architecture and engineering strategy for Amazon Connect.

• Create scalable solutions for voice, chat, messaging, routing, recording, analytics, agent experiences, and integrations.

• Oversee technical migration and coexistence approaches between Cisco UCCE/CVP and Amazon Connect.

• Develop AI-driven self-service and agent-assist functionalities utilizing Amazon Lex, Amazon Bedrock, AWS Lambda, RAG, and generative/agentic AI methodologies.

• Design serverless integrations leveraging AWS services, APIs, event-driven architectures, and enterprise systems.

• Set standards for CI/CD, infrastructure-as-code, security, observability, resiliency, and production readiness.

• Offer hands-on technical guidance through architecture reviews, prototypes, reusable patterns, collaboration, and mentorship.

• Collaborate with AWS, vendors, Security, Architecture, Data, Operations, and product teams to create secure and maintainable solutions.

• Provide technical direction and mentorship to development teams.

• Spearhead the gradual migration from Cisco UCCE/CVP to Amazon Connect.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 10 years of experience in software engineering, solution architecture, cloud engineering, or contact center technology.

• More than 5 years of hands-on experience in architecting, implementing, and managing enterprise Amazon Connect solutions.

• Extensive knowledge of Connect flows, routing, queues, telephony, security, agent workspace, APIs, recording, and analytics.

• Strong expertise in AWS Lambda, Amazon Lex, APIs, Python, TypeScript or Java, and serverless/event-driven architecture.

• Familiarity with generative AI, RAG, agentic AI, guardrails, evaluation, and responsible AI controls.

• Solid experience in AWS security, IAM, observability, infrastructure-as-code, and CI/CD practices.

• Demonstrated ability to lead technical delivery and influence teams within a matrixed enterprise environment.

• Experience with Cisco UCCE/CVP-to-Amazon Connect migration.

• Knowledge of SIP, PSTN, SBC, carrier integration, WebRTC, and enterprise voice solutions.

• Experience with Amazon Bedrock, Contact Lens, Customer Profiles, Cases, outbound, workforce/quality, and custom agent workspace.

• Advanced AWS certifications.

• Proven experience in delivering secure contact center and AI solutions in regulated settings.

• Employment is contingent upon the successful completion of a required identity verification process.

🏝️ Benefits

• Opportunities for salary growth within the position.

• Access to U.S. benefit information.

• Virtual interviews conducted via video.

• Identity verification process with applicable notice and consent requirements.