Job Specifications
Job title: Amazon Connect Architect
Job type: Outside IR35 6 month contract
Role Location: Glasgow, Scotland (Hybrid Remote)
The company: IT Consultancy
Role And Responsibilities
Solution Architecture & Design
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.
Implementation & Migration
Lead end-to-end migration from legacy platforms (Avaya, Cisco, Genesys) to Amazon Connect.
Design and implement IVR/contact flows, Lex conversational bots, Contact Lens analytics, and agent assist capabilities.
Integration & Ecosystem
Architect integrations with CRM/ITSM platforms (Salesforce, ServiceNow, Dynamics, Pega), WFM/QM systems, and identity management solutions.
Build API-driven architectures, event streams, and real-time analytics pipelines using AWS services (Lambda, EventBridge, Kinesis, Glue, Athena).
Security, Compliance & Governance
Implement IAM, KMS encryption, VPC networking, and PrivateLink for secure connectivity.
Ensure compliance with GDPR/UK GDPR, PCI-DSS, ISO 27001, and sector-specific standards (e.g., NHS DSP Toolkit, HIPAA).
Define data retention policies, PIA/DPIA frameworks, and lawful intercept/emergency call handling.
DevOps & Automation
Establish CI/CD pipelines for flows, Lambda, Lex bots, and infrastructure using CloudFormation/Terraform/CDK.
Implement automated testing and version control for safe, repeatable deployments.
Operational Excellence
Define KPIs/SLAs (AHT, CSAT/NPS, abandonment rates) and build real-time dashboards for performance monitoring.
Lead capacity planning, incident management, and continuous improvement initiatives.
Stakeholder Engagement
Conduct CxO-level workshops, translate business objectives into technical roadmaps, and maintain governance with PMO and regulatory bodies.
Prepare investment cases, TCO/ROI analyses, and compliance documentation for audits.
Required Experience:
15+ years in architecture/engineering, 10+ years in contact centre 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, ISO 27001, NHS DSP Toolkit).
Hands-on experience with IaC (CloudFormation/Terraform/CDK) and serverless development (Node.js/Python).
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