Amazon Connect Architect

Role Overview

We are seeking a Principal Amazon Connect Architect to lead the design and delivery of enterprise-grade, cloud-based contact centre solutions. This role is pivotal in driving digital transformation, ensuring regulatory compliance, and delivering secure, resilient, and scalable architectures for omnichannel customer engagement. The successful candidate will have a proven track record of implementing Amazon Connect at scale, migrating from legacy platforms, and aligning technology decisions with global compliance standards.

Core Responsibilities

Solution Architecture & Design

• Define target architecture for Amazon Connect across voice, chat, and tasks, ensuring high availability, disaster recovery, and multi-region resilience.

• Apply AWS Well-Architected Framework principles and enterprise architecture standards for security, sustainability, and cost optimization.

Implementation & Migration

• Lead end-to-end migration from legacy platforms (Avaya, Cisco, Genesys) to Amazon Connect.

• Design and implement IVR/contact flows, Lex conversational bots, Contact Lens analytics, and agent assist capabilities.

Integration & Ecosystem

• Architect integrations with CRM/ITSM platforms (Salesforce, ServiceNow, Dynamics, Pega), WFM/QM systems, and identity management solutions.

• Build API-driven architectures, event streams, and real-time analytics pipelines using AWS services (Lambda, EventBridge, Kinesis, Glue, Athena).

Security, Compliance & Governance

• Implement IAM, KMS encryption, VPC networking, and PrivateLink for secure connectivity.

• Ensure compliance with GDPR/UK GDPR, PCI-DSS, ISO 27001, and sector-specific standards (e.g., NHS DSP Toolkit, HIPAA).

• Define data retention policies, PIA/DPIA frameworks, and lawful intercept/emergency call handling.

DevOps & Automation

• Establish CI/CD pipelines for flows, Lambda, Lex bots, and infrastructure using CloudFormation/Terraform/CDK.

• Implement automated testing and version control for safe, repeatable deployments.

Operational Excellence

• Define KPIs/SLAs (AHT, CSAT/NPS, abandonment rates) and build real-time dashboards for performance monitoring.

• Lead capacity planning, incident management, and continuous improvement initiatives.

Stakeholder Engagement

• Conduct CxO-level workshops, translate business objectives into technical roadmaps, and maintain governance with PMO and regulatory bodies.

• Prepare investment cases, TCO/ROI analyses, and compliance documentation for audits.

Required Qualifications

• 15+ years in architecture/engineering, 10+ years in contact centre technologies, 5+ years with Amazon Connect.

• Proven delivery of enterprise-scale Amazon Connect implementations with complex integrations.

• Expertise in AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB.

• Strong knowledge of security and compliance frameworks (GDPR, PCI-DSS, ISO 27001, NHS DSP Toolkit).

• Hands-on experience with IaC (CloudFormation/Terraform/CDK) and serverless development (Node.js/Python).

Preferred Qualifications

• AWS Solutions Architect – Professional and Amazon Connect specialization.

• Experience with Contact Lens, Wisdom/Q in Connect, Voice ID, and outbound campaigns.

• Sector experience in healthcare/public sector or regulated industries.

• Familiarity with SIP, telephony routing, and Ofcom regulations.

Success Metrics

• Delivery of secure, compliant architecture aligned to global regulatory standards.

• Achieve 99.99% availability, measurable improvements in CSAT/NPS, and reduced AHT.

• Full migration from legacy platforms within agreed timelines and governance frameworks.

Compliance & Regulatory Assurance

This role requires strict adherence to international data protection laws, financial and healthcare compliance mandates, and cloud security best practices. The architect will be accountable for producing audit-ready documentation, risk assessments, and governance artefacts for regulators worldwide.