Job Summary
We are seeking an experienced Amazon Connect Architect with 12+ years of experience in enterprise architecture and cloud solutions. The ideal candidate will have strong expertise in AWS, cloud contact center platforms, Infrastructure as Code, application and infrastructure architecture, CI/CD, and production support. Experience with Amazon Connect and contact center operations is required, along with knowledge of conversational AI, speech analytics, and GenAI/LLM solutions.

Key Responsibilities
• Architect and implement enterprise cloud contact center solutions, preferably using Amazon Connect.
• Design scalable AWS applications and networking solutions aligned with enterprise architecture standards.
• Develop Infrastructure as Code solutions using tools such as Terraform.
• Design and implement cloud-native applications and integrations using modern programming languages such as Python or Java.
• Build and maintain CI/CD pipelines using appropriate tools and source control platforms such as Bitbucket and Git.
• Rapidly develop proof-of-concepts and scale successful solutions into enterprise-grade implementations.
• Apply advanced application and infrastructure architecture principles to complex enterprise solutions.
• Design and integrate voice technologies, including WebRTC, call recording, and telephony platforms where required.
• Troubleshoot, monitor, and provide production support for large-scale AWS environments.
• Implement monitoring and observability using tools such as Splunk, Datadog, and CloudWatch.
• Collaborate with engineering, product, operations, and business teams to deliver reliable enterprise solutions.
• Design and support conversational AI and speech analytics integrations within contact center environments.
• Integrate GenAI and LLM capabilities for agent assistance, call summarization, knowledge retrieval, and related customer experience use cases.
• Implement responsible AI practices, including PII protection, security controls, governance, and appropriate guardrails.

Required Qualifications
• 12+ years of experience in software, cloud, infrastructure, or solution architecture.
• Strong experience implementing enterprise cloud contact center platforms, preferably Amazon Connect.
• Strong understanding of contact center operations.
• Proficiency in at least one modern programming language such as Python or Java.
• Strong expertise with Infrastructure as Code, particularly Terraform.
• Strong experience architecting and implementing AWS applications and networking.
• Advanced knowledge of application and infrastructure architecture principles.
• Experience building and supporting enterprise solutions on AWS.
• Experience with CI/CD tools and source control systems such as Bitbucket and Git.
• Ability to rapidly develop proof-of-concepts and scale them into enterprise solutions.
• Experience troubleshooting, monitoring, and supporting production environments using tools such as Splunk, Datadog, and CloudWatch.
• Strong understanding of cloud security, scalability, reliability, and operational best practices.

Preferred Qualifications
• Experience with WebRTC, call recording, and telephony platforms.
• Experience with conversational AI and speech analytics integrations.
• Experience implementing GenAI/LLM solutions for agent assist, summarization, and knowledge retrieval.
• Experience implementing responsible AI practices, including PII controls, governance, and guardrails.
• Experience with enterprise contact center migrations and modernization initiatives.