Job Specifications
About the Role
We are seeking a Principal Amazon Connect Architect to lead the strategy, design, and delivery of a large-scale cloud contact centre transformation. This is a senior architecture leadership role suited for someone with proven capability implementing Amazon Connect at enterprise scale and migrating from legacy contact centre platforms.
You will define the future-state architecture, ensure security & regulatory compliance, and partner with C-suite stakeholders to deliver a resilient, omnichannel cloud contact centre platform.
Key Responsibilities
Solution Architecture & Strategy
Define multi-region, high-availability Amazon Connect architecture (voice, chat, tasks)
Apply AWS Well-Architected Framework and enterprise-security standards
Drive cloud sustainability, resilience, cost-efficiency & scale
Contact Centre Migration & Build
Lead migration from Avaya/Cisco/Genesys to Amazon Connect
Design IVR/contact flows, Lex bots, Contact Lens analytics, agent assist
Architect workforce & quality management solutions
Integration & Platforms
Integrate with Salesforce, ServiceNow, Dynamics, Pega
Build API-driven flows, serverless functions, streaming & real-time analytics
Use AWS services like Lambda, EventBridge, Kinesis, DynamoDB, Glue, Athena
Security, Compliance & Governance
Implement IAM, KMS, VPC, PrivateLink, encryption & secure networking
Ensure adherence to GDPR/UK GDPR, PCI-DSS, ISO 27001
Own PIA/DPIA processes, data retention, emergency calling support
DevOps & Automation
Establish CI/CD (CloudFormation / Terraform / CDK)
Shift-left testing, versioning and automation for flows & Lambda
Operational Excellence & Leadership
Define KPIs/SLAs (AHT, CSAT, abandonment)
Drive capacity planning, resilience testing, incident response
Executive stakeholder engagement, business case creation, governance reporting
Required Experience
15+ years architecture/engineering
10+ years enterprise contact centre platforms
5+ years Amazon Connect
Strong expertise in AWS IAM, VPC, Lambda, API Gateway, EventBridge, CloudWatch, DynamoDB
Hands-on IaC (CloudFormation / Terraform / CDK) & serverless (Node.js/Python)
Deep knowledge of security, compliance & regulated financial/public sector environments
.Preferred
AWS Solutions Architect – Professional
Amazon Connect specialization
Healthcare / public sector / regulated industry experience
Understanding of SIP, telephony frameworks, Ofcom compliance
Success Metrics
Secure & compliant architecture delivery
99.99% availability & uplift in CX metrics (CSAT/NPS)
Reduced AHT, improved agent efficiency
Legacy platform retirement within program timelines
Strict Regulatory Scope
This role requires adherence to international privacy & cloud security mandates. Candidates must demonstrate experience producing audit-ready architecture artefacts and data protection compliance frameworks.
About the Company
Gazelle Global is an international recruitment consultancy established in 2011 through a unique partnership of IT implementation know-how and head hunting expertise with a vision to create a recruitment agency that delivers a best in class service whilst being a thoughtful and conscientious employer.
Our London HQ in collaboration with our offices in The Netherlands, Germany and Poland, serve clients and candidates across the UK and Europe. We pride ourselves on speed, transparency and user experience. Agility, at scale.
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