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.