Amazon Connect Architects
- Fully remote (USA based only)
- US Citizens or GC Holders only
- Permanent Position
***No 3rd parties please***
About the Role
We are seeking an Amazon Connect Architect with deep expertise in Amazon Q and AWS Contact Center solutions to design, implement, and optimize next-generation customer engagement platforms. The ideal candidate will blend technical leadership, hands-on AWS architecture, and strategic understanding of AI/ML-powered customer experiences.
This role is central to modernizing our contact center ecosystem, leveraging Amazon Connect, Amazon Q, Lex, Lambda, and related AWS services to deliver intelligent, scalable, and customer-centric solutions.
Key Responsibilities
- Architecture & Design
- Design and implement enterprise-grade Amazon Connect architectures, integrating with AWS and third-party systems.
- Define solution patterns for AI-enhanced contact centers leveraging Amazon Q for conversational intelligence, knowledge retrieval, and agent assistance.
- Ensure architectural best practices in security, reliability, performance, and cost optimization across all Connect implementations.
- Integration & Development
- Lead integration of Amazon Q with Connect for agent assist, self-service bots, and contextual knowledge.
- Develop custom Lambda functions, Lex bots, and Connect Flows to automate and personalize customer journeys.
- Collaborate with data and analytics teams to embed real-time insights and Q-powered search experiences.
- Governance & Standards
- Define reference architectures, reusable templates, and governance frameworks for consistent AWS contact center deployments.
- Ensure compliance with AWS Well-Architected Framework and enterprise security standards.
- Collaboration & Leadership
- Partner with product managers, developers, and operations teams to deliver end-to-end solutions.
- Provide thought leadership on emerging AWS capabilities, especially around GenAI and Q integrations.
- Mentor engineering teams on best practices in Connect and Q solution development.
Required Qualifications
- 5+ years of experience in AWS architecture and development, with at least 3+ years in Amazon Connect solutioning.
- Proven experience designing or implementing Amazon Q for agent assist, generative search, or conversational knowledge management.
- Strong proficiency with:
- AWS Lambda, Lex V2, Kinesis, DynamoDB, S3, CloudWatch, CloudFormation/CDK
- Contact Flow design, routing logic, and telephony integrations
- Experience integrating Connect with CRM platforms (Salesforce, ServiceNow, Zendesk) and identity providers (SSO, Cognito, Okta).
- Hands-on experience with API Gateway, EventBridge, and serverless patterns.
- Strong understanding of data security, compliance (GDPR/PCI), and IAM roles/policies.
Preferred Qualifications
- AWS Certified Solutions Architect – Professional or AWS Certified Advanced Networking / Security.
- Experience with Amazon Bedrock, Q Business, or Q Developer for custom knowledge solutions.
- Familiarity with contact center analytics, workforce optimization, or quality management tools.
- Excellent communication skills for technical and non-technical stakeholders.
- Prior experience leading cloud transformation or contact center modernization projects.
