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 … 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 … 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+
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