Senior Amazon Connect Application Architect

Role overview This senior architect role sits at the intersection of solution architecture and application engineering for a global digital consultancy specializing in customer experience platforms. The focus is on designing and hands-on building complex Amazon Connect solutions on AWS, then carrying them into production with reliability, security, and cost efficiency in mind. It blends the authority of an architect with the build depth of an engineer, working alongside delivery teams and end clients on contact center modernization programs.

Responsibilities - Collaborate with customers and solution architects on end-to-end system design, producing blueprints for IVR, voice workflows, omni-channel routing, ticket lifecycles, and integrations, and owning the Technical Design Document - Build and configure Amazon Connect contact flows plus custom logic in AWS Lambda, Lex, Polly, S3, Kinesis, and DynamoDB, and develop custom agent experiences using the Streams API and a custom Contact Control Panel - Extend solutions with Amazon Connect Cases, Customer Profiles, Contact Lens, and Amazon Bedrock agents where appropriate, writing clean code in Python, Java, or Node.js - Validate the technical approach against AWS best practices, client security requirements, and cost goals; drive complex technical issues to resolution - Architect integrations between Amazon Connect, AWS, and external platforms such as CRM, WFM, and ERP systems, and lead migrations from legacy contact center platforms - Maintain infrastructure as code with Terraform (CloudFormation also supported) and CI/CD pipelines for repeatable, automated deployments - Serve as the primary technical advisor in discovery sessions, design workshops, demonstrations, and configuration reviews, while mentoring engineers and quality engineers on the delivery 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 - Proven track record designing and personally building complex, scalable, resilient omnichannel CX solutions on Amazon Connect and AWS, applying the Well-Architected Framework - Hands-on AWS delivery experience spanning serverless development, infrastructure as code, and automated deployment pipelines - Deep experience building custom agent experiences with the Amazon Connect Streams API and custom CCP, plus working with backend service APIs for contact flows, contact handling, and metrics - Strong programming in Python, Java, or Node.js; proficiency with infrastructure as code (Terraform preferred) and CI/CD tooling - Deep experience integrating Amazon Connect and AWS with external systems such as CRM, WFM, and ERP, including migration projects from legacy platforms like Salesforce Service Cloud, Five9, or Genesys - AWS professional-level certification such as AWS Certified Solutions Architect (Associate or Professional), AWS Certified Developer (Associate), or AWS Certified Cloud Practitioner

Nice to have - Experience with Amazon Connect Cases, Customer Profiles, and Contact Lens, including real-time analysis APIs - Hands-on work building generative AI assistants with Amazon Bedrock agents, action groups, knowledge bases, and Lambda-based fulfillment - Familiarity with cloud security frameworks, compliance standards, and cost optimization strategies - Hands-on experience with other CCaaS platforms beyond Amazon Connect

Benefits and work setup - Hybrid work-from-near option based out of Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, or fully remote from within the United States