- Company Name
- Q1 Technologies, Inc.
- Job Title
- Amazon Connect Architect
- Job Description
-
**Job Title**
Amazon Connect Architect – Principal Level
**Role Summary**
Lead end‑to‑end design and delivery of enterprise‑grade, cloud‑based contact centre solutions on Amazon Connect. Drive digital transformation, achieve regulatory compliance, and ensure secure, highly available, and scalable architectures for omnichannel customer engagement.
**Expectations**
• 15+ years in architecture/engineering, 10+ years in contact‑centre technologies, 5+ years with Amazon Connect.
• Proven delivery of large‑scale connect implementations with complex integrations.
• Strong business‑technical translation and executive stakeholder management.
**Key Responsibilities**
1. **Solution Architecture & Design** – Define target AWS‑native architecture for voice, chat, and tasks; apply Well‑Architected Framework, enterprise security, cost‑optimization, and multi‑region resilience.
2. **Implementation & Migration** – Lead migrations from legacy platforms (Avaya, Cisco, Genesys) to Amazon Connect; design IVR flows, Lex bots, Contact Lens, agent‑assist, outbound campaigns.
3. **Integration & Ecosystem** – Architect API‑driven integrations with Salesforce, ServiceNow, Dynamics, Pega, WFM/QM, IAM, and event‑streaming pipelines (Lambda, EventBridge, Kinesis, Glue, Athena).
4. **Security, Compliance & Governance** – Implement IAM, KMS, VPC, PrivateLink; enforce GDPR/UK‑GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit, HIPAA; develop data‑retention, PIA/DPIA, lawful‑intercept policies.
5. **DevOps & Automation** – Build CI/CD pipelines for flows, Lambda, Lex, IaC (CloudFormation / Terraform / CDK); automate testing, version control, and repeatable deployments.
6. **Operational Excellence** – Define KPIs/SLAs (AHT, CSAT/NPS, abandonment), build real‑time dashboards, lead capacity planning, incident management, continuous improvement.
7. **Stakeholder Engagement** – Conduct CxO‑level workshops, translate business goals into architectures, prepare investment cases, TCO/ROI analyses, audit documentation.
**Required Skills**
* AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB, SageMaker (optional), Connect, Connect Contact Lens, Connect Wisdom/Q.
* Infrastructure‑as‑Code: CloudFormation, Terraform, CDK.
* Serverless development: Node.js, Python.
* Contact‑centre: Amazon Connect, IVR, Lex, Contact Lens, WFM, Identity‑management, SIP, telephony routing.
* Security & compliance frameworks: GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit, HIPAA, Ofcom regulations.
* DevOps tooling: CI/CD, automated testing, version control (Git).
* Business communication: executive‑level presentation, stakeholder management, CxO‑level workshops.
**Required Education & Certifications**
* Bachelor’s degree in Computer Science, Information Systems, or related discipline.
* AWS Certified Solutions Architect – Professional (required).
* AWS Certified Advanced Networking – Specialty or AWS Certified Security – Specialty (preferred).
* Amazon Connect Specialist certification (preferred).
---