About the Role
* Job Title: Amazon Connect / AWS Contact Center Architect
* Location: London, UK
* Mode of Work: Hybrid (2 Days Onsite Per Week)
* Type of Hiring: Fixed Term Employment (FTE)
* Project Duration: 12 Months (Possible Extension)
Mandatory Skills
* Strong hands‑on experience with AWS Infrastructure (IaaS)
* Expertise in CI/CD architecture and DevOps practices
* ServiceNow ITSM implementation experience
* Strong understanding of SOA and Microservices‑based architecture
* Experience in software engineering and solution design architecture
* Hands‑on experience with Amazon Connect and AWS Contact Center solutions
* Knowledge of AWS services: Lambda, API Gateway, IAM, CloudWatch
* ServiceNow(ITOM ITSM and other) functional testing
* ServiceNow‑Event Management
* Terraform and CloudFormation proficiency
Key Responsibilities
* Design and implement Amazon Connect architecture and end‑to‑end contact center solutions
* Develop and manage contact center workflows including IVR design and call routing strategies
* Integrate AWS services such as Lambda, API Gateway, IAM, and CloudWatch to build scalable solutions
* Work on CRM integrations with platforms like Salesforce and ServiceNow
* Implement telecom‑based solutions using SIP, VoIP, and PSTN technologies
* Build automation solutions using Infrastructure as Code (Terraform and CloudFormation)
* Support CI/CD pipelines and deployment automation for cloud‑based applications
* Collaborate with stakeholders to gather requirements and deliver technical solutions
* Ensure best practices in software engineering, solution architecture, and system design
Good to Have Skills
* ServiceNow ITOM, Event Management, and Functional Testing
* Advanced ServiceNow module knowledge (ITSM and other modules)
* Hands‑on experience with Terraform and CloudFormation
* Experience in CRM integrations and enterprise contact centre ecosystems
Soft Skills
* Strong problem‑solving and analytical skills
* Excellent stakeholder communication and collaboration abilities
* Ability to work in a fast‑paced, enterprise‑scale environment
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