Senior Amazon Connect Application Architect

🔥 0 minutes ago

🌲 North Carolina, Ohio, +2 more states – Remote

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $152.6k - $179.6k / year

⏰ Full Time

🟠 Senior

🏛️ Architect

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• Collaborate with customers and Solution Architects to define end-to-end system design, creating blueprints for IVR and voice workflows, omni-channel routing, ticket lifecycles, and key integration points; design scalable, highly available, secure, and cost-effective architectures on Amazon Connect and AWS, applying Well-Architected Framework principles; finalize and own the Technical Design Document. • Build and configure Amazon Connect contact flows and supporting components, and develop custom application logic using AWS Lambda, Amazon Lex, Amazon Polly, S3, Kinesis, and DynamoDB; build custom agent experiences with the Amazon Connect Streams API and a custom Contact Control Panel (CCP), and extend the solution with Amazon Connect Cases, Customer Profiles, Contact Lens, and Amazon Bedrock agents where appropriate; write clean, maintainable code in Python, Java, or Node.js; develop and maintain infrastructure as code (Terraform preferred, AWS CloudFormation also supported) and CI/CD pipelines to support repeatable, automated deployments. • Validate and confirm the technical approach and architecture, ensuring alignment with AWS best practices and client security and compliance requirements; approve configuration changes and custom application deployments, and drive complex technical issues to resolution; select the appropriate AWS services for each use case, balancing performance, scalability, security, and cost. • Architect and implement seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP platforms; lead migration efforts from legacy contact center platforms (for example, Salesforce Service Cloud, Five9, or Genesys) to Amazon Connect, analyzing existing systems and developing pragmatic migration strategies. • Act as a technical advisor on Amazon Connect platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed. • Provide strategic technical oversight, mentorship, and hands-on support to Application and Quality Engineers; serve as the primary technical consultant to clients, leading discovery sessions, design workshops, solution demonstrations, and configuration reviews; bridge the gap between technical and non-technical stakeholders. • Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences; review and validate test cases, with a focus on end-to-end experience quality; monitor and tune application performance in production. • Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the client; proactively identify scope creep and potential technical blockers to prevent cost leakages, and ensure the final solution is secure, cost-optimized, and easily maintainable by the client's operations team.

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience, with 5+ years in contact center solutions and at least 4 years in a technical leadership, application architect, or solution architect role for CCaaS or cloud deployments. • Proven ability to design and build complex, scalable, resilient, and cost-efficient omnichannel Customer Experience (CX) solutions on Amazon Connect and AWS, applying Well-Architected Framework principles. • Demonstrated experience personally building and deploying solutions on AWS, not just designing them, including serverless development, infrastructure as code, and automated deployment pipelines. • Hands-on experience building custom agent experiences with the Amazon Connect Streams API and custom Contact Control Panel (CCP), and working across the Amazon Connect backend service APIs for contact flows, contact handling, and reporting. • Deep experience architecting and implementing seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP. • Proficiency in contact center reporting and analytics, including Contact Lens conversational analytics, and ensuring data consistency across the platform. • Ability to lead technical discovery, deliver solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications and working software.

🏖️ Benefits

• Offers Bonus