- Company Name
- Signify Technology
- Job Title
- Amazon Connect Architect
- Job Description
-
**Job Title:** Amazon Connect Architect
**Role Summary:**
Design, architect, and oversee the migration of enterprise contact center solutions to Amazon Connect. Lead the full lifecycle of implementation, integration, and governance, ensuring security, compliance, performance, and cost optimization while aligning with business objectives.
**Expectations:**
- End-to-end delivery of large‑scale Amazon Connect projects (10+ years of experience in contact center tech, 5+ years with Amazon Connect).
- Proficiency in integrating Connect with CRM/ITSM, WFM/QM, identity and security services.
- Demonstrated ability to apply AWS Well‑Architected principles, IaC, and DevOps best practices.
- Strong stakeholder engagement, including C‑suite workshops, investment cases, and compliance documentation.
**Key Responsibilities:**
1. **Solution Architecture & Design** – Define scalable, secure, highly available Amazon Connect architectures across voice, chat, and tasks; apply AWS Well‑Architected Framework.
2. **Implementation & Migration** – Lead relocation from legacy platforms (Avaya, Cisco, Genesys); design IVR, Lex bots, Contact Lens, and agent assist.
3. **Integration & Ecosystem** – Build API‑driven integrations (Salesforce, ServiceNow, Dynamics, Pega) and real‑time analytics pipelines (Lambda, EventBridge, Kinesis, Glue, Athena).
4. **Security, Compliance & Governance** – Implement IAM, VPC, KMS, PrivateLink; enforce GDPR/UK GDPR, PCI‑DSS, ISO 27001, sector‑specific standards; manage data retention, PIA/DPIA, lawful intercept.
5. **DevOps & Automation** – Create CI/CD pipelines for flows, Lambda, Lex; use CloudFormation/Terraform/CDK; implement automated testing and version control.
6. **Operational Excellence** – Define KPIs/SLAs (AHT, CSAT/NPS, abandonment), build dashboards, drive capacity planning and incident management.
7. **Stakeholder Engagement** – Conduct CxO workshops, translate business needs into technical roadmaps, maintain governance and regulatory compliance documentation.
**Required Skills:**
- 15+ years in architecture/engineering, 10+ years in contact center technologies.
- 5+ years of Amazon Connect design and implementation.
- Expertise in AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB, SageMaker/Lex, Contact Lens.
- Strong security & compliance knowledge: GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit, HIPAA.
- IaC tools: CloudFormation, Terraform, CDK.
- Serverless development: Node.js, Python.
- Proven experience with CI/CD, automated testing, and version control (Git).
- Excellent communication, stakeholder management, and business‑tech translation.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Relevant AWS certifications (e.g., AWS Certified Solutions Architect – Professional, AWS Certified DevOps Engineer – Professional) highly preferred.