- Company Name
- LSA Recruit
- Job Title
- Amazon Connect Architect
- Job Description
-
**Job Title**
Amazon Connect Architect
**Role Summary**
Lead the design, migration, and governance of enterprise‑scale Amazon Connect contact‑center solutions, ensuring high availability, compliance with global regulatory standards, and integration with core business systems.
**Expectations**
- Deliver a secure, resilient, and cost‑optimized Amazon Connect architecture that meets 99.99 % availability and regulatory compliance (GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit, HIPAA).
- Complete migration from legacy platforms within agreed timelines while maintaining business continuity.
- Translate CxO‑level business objectives into actionable technical roadmaps and investment cases.
**Key Responsibilities**
- Define target architecture for voice, chat, and task channels; apply AWS Well‑Architected Framework.
- Lead end‑to‑end migration from Avaya, Cisco, Genesys, or similar platforms.
- Design IVR/contact flows, Lex bots, Contact Lens analytics, and agent‑assist features.
- Architect integrations with CRM (Salesforce, Dynamics), ITSM (ServiceNow, Pega), WFM/QM, and identity‑management systems.
- Build API‑driven, event‑streaming pipelines using Lambda, EventBridge, Kinesis, Glue, Athena.
- Implement IAM, KMS, VPC, PrivateLink, and enforce GDPR/PCI‑DSS/ISO 27001 policies.
- Create CI/CD pipelines (CloudFormation/Terraform/CDK), automated testing, and version control for infrastructure and application code.
- Define and monitor KPIs/SLAs (AHT, CSAT/NPS, abandonment rates) via real‑time dashboards; lead capacity planning and incident response.
- Conduct workshops with CxO stakeholders, prepare TCO/ROI analyses, and produce compliance documentation for audits.
**Required Skills**
- 15+ years of architectural/engineering experience with 10+ years in contact‑center technologies.
- 5+ years of Amazon Connect implementation, including complex integrations.
- Deep expertise in AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB.
- Proficiency in IaC (CloudFormation, Terraform, CDK) and serverless development (Node.js or Python).
- Strong knowledge of security/compliance frameworks (GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit, HIPAA).
- Experience with Contact Lens, Wisdom/Promotion, Voice ID, outbound campaigns.
- Ability to architect SIP/telephony routing, understand Ofcom regulations, and work in regulated sectors (healthcare, public sector).
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- AWS Solutions Architect – Professional certification.
- Amazon Connect specialization or equivalent professional certification.