Amazon Connect AWS Architect

Amazon Connect AWS Architect

3 MONTH CONTRACT

Hybrid - Glasgow

Job Description

We are seeking a Principal Amazon Connect Architect to lead the design and delivery of enterprise-grade, cloud-based contact center solutions. This role is pivotal in driving digital transformation, ensuring regulatory compliance, and delivering secure, resilient, and scalable architectures for omnichannel customer engagement.

Responsibilities

• Define target architecture for Amazon Connect across voice, chat, and tasks, ensuring high availability, disaster recovery, and multi-region resilience.
• Apply AWS Well-Architected Framework principles and enterprise architecture standards for security, sustainability, and cost optimization.
• Lead end-to-end migration from legacy platforms to Amazon Connect.
• Design and implement IVR/contact flows, conversational bots, Contact Lens analytics, and agent assist capabilities.
• Architect integrations with CRM/ITSM platforms such as Salesforce, ServiceNow, and Dynamics.
• Build API-driven architectures, event streams, and real-time analytics pipelines using AWS services.
• Implement IAM, KMS encryption, and VPC networking for secure connectivity.
• Ensure compliance with GDPR/UK GDPR, PCI-DSS, and sector-specific standards.
• Define data retention policies and lawful intercept/emergency call handling.
• Establish CI/CD pipelines for flows and infrastructure using CloudFormation/Terraform/CDK.
• Implement automated testing and version control for safe, repeatable deployments.
• Define KPIs/SLAs and build real-time dashboards for performance monitoring.
• Lead capacity planning, incident management, and continuous improvement initiatives.
• Conduct CxO-level workshops and translate business objectives into technical roadmaps.
• Prepare investment cases, TCO/ROI analyses, and compliance documentation for audits.

Essential Skills

• 15+ years in architecture/engineering, 10+ years in contact center technologies, 5+ years with Amazon Connect.
• Proven delivery of enterprise-scale Amazon Connect implementations with complex integrations.
• Expertise in AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB.
• Strong knowledge of security and compliance frameworks (GDPR, PCI-DSS, NHS DSP Toolkit).
• Hands-on experience with CloudFormation/Terraform/CDK and serverless development (Node.js/Python).

Additional Skills & Qualifications

• AWS Solutions Architect - Professional and Amazon Connect specialization.
• Experience with Amazon Connect Wisdom/Q, Voice ID, and outbound campaigns.
• Sector experience in healthcare/public sector or regulated industries.
• Familiarity with SIP, telephony routing, and Ofcom regulations.

The position demands a strong focus on technology using AWS services, including Lambda, React.js, and Java.

Location

Glasgow, UK

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