We are seeking a Lead Architect / Engineer to drive the technical transformation of our enterprise contact center to an AI-enabled Amazon Connect platform. This is a strategic, hands-on engineering leadership role responsible for architecture, engineering standards, production solutions, and building sustainable internal expertise.
Reporting to the VP, Infrastructure Products, this role will provide technical direction and mentorship across development teams while leading the phased migration from Cisco UCCE/CVP to Amazon Connect.
Why This Role Matters
You’ll help establish a secure, resilient, AI-first contact center platform while developing reusable engineering standards and internal expertise that support the organization well beyond the initial transformation.
What will be my duties and responsibilities in this job?
- Own the technical architecture and engineering direction for Amazon Connect.
- Design scalable solutions across voice, chat, messaging, routing, recording, analytics, agent experiences, and integrations.
- Lead technical migration and coexistence strategies between Cisco UCCE/CVP and Amazon Connect.
- Build AI-enabled self-service and agent-assist capabilities using Amazon Lex, Amazon Bedrock, AWS Lambda, RAG, and generative/agentic AI patterns.
- Design serverless integrations using AWS services, APIs, event-driven architectures, and enterprise systems.
- Establish CI/CD, infrastructure-as-code, security, observability, resiliency, and production-readiness standards.
- Provide hands-on technical leadership through architecture reviews, prototypes, reusable patterns, pairing, and mentorship.
- Partner with AWS, vendors, Security, Architecture, Data, Operations, and product teams to deliver secure and supportable solutions.
What You’ll Bring
- Bachelor’s degree or equivalent practical experience.
- 10+ years in software engineering, solution architecture, cloud engineering, or contact center technology.
- 5+ years of hands-on experience architecting, implementing, and operating enterprise Amazon Connect solutions.
- Deep knowledge of Connect flows, routing, queues, telephony, security, agent workspace, APIs, recording, and analytics.
- Strong experience with AWS Lambda, Amazon Lex, APIs, Python, TypeScript or Java, and serverless/event-driven architecture.
- Experience with generative AI, RAG, agentic AI, guardrails, evaluation, and responsible AI controls.
- Strong AWS security, IAM, observability, infrastructure-as-code, and CI/CD experience.
- Proven ability to lead technical delivery and influence teams in a matrixed enterprise environment.
What other skills/experience would be helpful to have?
- Cisco UCCE/CVP-to-Amazon Connect migration experience.
- SIP, PSTN, SBC, carrier integration, WebRTC, and enterprise voice experience.
- Amazon Bedrock, Contact Lens, Customer Profiles, Cases, outbound, workforce/quality, and custom agent workspace experience.
- Advanced AWS certifications.
- Experience delivering secure contact center and AI solutions in regulated environments.
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Pay Range:
$103,800.00 - $173,300.00
Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.
If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.
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