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.