Principal Amazon Connect Architect

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.