Job Title: Amazon Connect Solution Architect
Location: Fully Remote (Required office visit in Edinburgh 1/2 times a week only for the first month)
Contract Type: Contract (6–12 months)
Rate: £600/day (Inside IR35)
About the Role:
We are seeking an experienced Amazon Connect Solution Architect to design, build, and scale intelligent, cloud-based contact centre solutions. This is a hands-on role with responsibility for end-to-end solution architecture, integrations, and operational excellence across voice and digital channels.
Key Responsibilities:
* Own the architecture of Amazon Connect platforms, including contact flows, queues, routing profiles, IVR, and agent experience.
* Define logical, physical, and integration architectures aligned to AWS best practices.
* Design and govern multi-region, highly available environments with performance, scalability, and resilience in mind.
* Integrate Amazon Connect with enterprise systems using AWS Lambda, APIs, and event-driven patterns.
* Capture and enrich real-time and post-call analytics using Contact Lens, transcription, sentiment, and reporting features.
* Ensure security best practices are implemented, including IAM roles, least privilege access, and compliance alignment.
* Translate business and operational requirements into scalable, reliable cloud solutions.
* Provide technical leadership and support implementation teams in delivering high-quality solutions.
Essential Skills & Experience:
* 10+ years of experience in contact centre technology and solution architecture.
* Deep experience with Amazon Connect including contact flows, IVR, and voice routing.
* Strong AWS cloud expertise and hands-on solution architect experience.
* Experience developing AWS Lambda functions and integrating with conversational AI platforms.
* Expertise in API-based integrations with Salesforce, ServiceNow, and chatbot platforms.
* Ability to analyze customer challenges and deliver differentiated, practical solutions.
* Experience guiding teams to design, sell, and implement cloud contact centre solutions.
Desirable Skills:
* Strong communication and stakeholder management skills.
* Ability to define requirements based on leadership input and work in a global, virtual environment.
* Knowledge of cloud analytics, AI-driven routing, and CX reporting tools.
Why Join:
This role offers the opportunity to work on high-impact, customer experience transformation projects, leveraging the latest cloud contact centre technologies. You will collaborate with skilled teams, influence strategic decisions, and help shape the future of intelligent customer engagement.
How to Apply:
Confidential applications are welcome. Please submit your CV highlighting relevant Amazon Connect, AWS, and CCaaS experience, along with a brief cover note detailing your hybrid working availability.