Amazon Connect Technical Architect

Salary: £36,000 - 60,000 per year

Requirements:

• AWS Solution Architect certification and real-world solution architecture experience
• Good understanding of the contact center technology landscape
• Proven knowledge of contact center technologies, including IVR, voice biometrics, NLP, CTI, ACD, call recording, and AI/ML automation
• Deep expertise in AWS services relevant to contact centers
• Experience developing Amazon Connect flows, AWS Lambda functions, and Lex bots
• Functional and technical understanding of APIs and integration experience, including API-based integrations with Salesforce, ServiceNow, and bot platforms
• Ability to understand customer challenges and requirements and address them with differentiated solutions
• Ability to help teams implement, sell, and deliver cloud contact center solutions
• Experience with AWS technologies such as Lambda, Amazon Lex, DynamoDB, S3, SageMaker, Contact Lens, and Transcribe, and how they can enhance contact center performance alongside Amazon Connect
• Familiarity with the AWS platform and technology services
• Good communication, stakeholder management, and engagement skills at all levels
• Extensive knowledge of infrastructure planning and provisioning, security, design and deployment, and system lifecycle management
• Experience designing and deploying AWS or hybrid solutions using a cloud-native stack
• Ability to develop requirements through engagement with leadership
• Ability to work effectively in a remote, virtual, global environment

Responsibilities:

• Own the overall solution architecture for the Amazon Connect platform, including voice routing and contact flows, IVR design and call lifecycle, agent experience, and the operational model
• Lead and contribute to architectural discussions, ensuring solutions follow AWS Well-Architected Framework principles for security, reliability, scalability, performance efficiency, and cost optimization
• Define logical, physical, and integration architectures aligned with AWS best practices
• Design and govern Amazon Connect instances and environments, including contact flows, queues, routing profiles, and high-availability and multi-region considerations
• Embed scalability, performance, and service resilience into solution designs
• Define integration patterns using AWS Lambda, APIs, and event-driven mechanisms, along with data persistence and downstream system integrations
• Engage customers at business and technical levels to understand requirements and provide guidance on Amazon Connect, Lex, Lambda, Kendra, Bedrock, and broader AWS AI/ML services
• Ensure real-time and post-call data capture, enrichment, and analytics using Amazon Connect analytics and intelligence features, including Contact Lens transcription, sentiment and quality insights, call recording, monitoring, and reporting
• Ensure analytics solutions meet operational, compliance, and customer experience reporting needs
• Define the security architecture for Amazon Connect, including AWS IAM roles and least-privilege access
• Consult with customers, carry out projects and assessments, and design solutions to address customer problems

Technologies:

• AI
• API
• AWS
• Lambda
• Architect
• Cloud
• IAM
• Support
• Salesforce
• Security
• ServiceNow
• Embedded

More:

We are on a fast-growth trajectory, delivering transformational solutions using the AWS Cloud platform to create value for our customers. We are scaling our Solution and Delivery teams in the geography to support Amazon Connect contact center solutions and delivery, a key area of growth. We are seeking an Amazon Connect Solution Architect to help us design, build, and scale intelligent, cloud-based contact center solutions and contribute to this journey.

last updated 39 week of 2026