AWS Architect (Amazon Connect)

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.