- Company Name
- Gazelle Global
- Job Title
- Principal Amazon Connect Architect
- Job Description
-
Job Title: Principal Amazon Connect Architect
Role Summary: Lead strategy, design, and delivery of large‑scale Amazon Connect contact centre solutions, driving migration from legacy platforms, ensuring security, compliance, and operational excellence across multi‑region, high‑availability deployments.
Expectations: Own end‑to‑end architecture, secure integration, cost‑efficient scaling, and cross‑functional stakeholder alignment; produce audit‑ready artefacts and meet strict regulatory standards (GDPR, PCI‑DSS, ISO 27001).
Key Responsibilities:
- Define and implement multi‑region, highly available Amazon Connect architecture (voice, chat, tasks) following AWS Well‑Architected Framework and enterprise security policies.
- Lead migration from Avaya, Cisco, or Genesys to Amazon Connect, designing IVR flows, Lex/Chat bots, Contact Lens analytics, and agent‑assist workflows.
- Architect workforce and quality management tools, integrating with Salesforce, ServiceNow, Dynamics, Pega, and internal systems.
- Build API‑driven, serverless solutions using Lambda, API Gateway, EventBridge, Kinesis, DynamoDB, Glue, Athena; enable real‑time analytics and streaming data pipelines.
- Implement IAM, KMS, VPC, PrivateLink, encryption, and secure networking; maintain GDPR/UK GDPR, PCI‑DSS, ISO 27001 compliance, PIA/DPIA processes, and data retention policies.
- Establish CI/CD pipelines with CloudFormation, Terraform, or CDK; enforce shift‑left testing, versioning, and automation for flows and Lambda functions.
- Define and track KPIs/SLAs (AHT, CSAT, abandonment), conduct capacity planning, resilience testing, and incident response.
- Report executive stakeholders, build business cases, and present governance documentation.
Required Skills:
- 15+ years architectural/engineering experience, 10+ years in enterprise contact centre platforms, 5+ years Amazon Connect.
- Deep expertise in AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, CloudWatch, DynamoDB, Kinesis, Glue, Athena, Serverless Application Model (SAM).
- IaC proficiency: CloudFormation, Terraform, or CDK; serverless development in Node.js or Python.
- Sound knowledge of security, compliance, and regulated environments (healthcare, public sector).
- Strong communication and stakeholder management skills.
- Ability to produce audit‑ready artefacts and data protection compliance frameworks.
Required Education & Certifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- AWS Certified Solutions Architect – Professional (preferred).
- Amazon Connect specialist certification (preferred).