Infrastructure Architect - AWS Connect Architect

Infrastructure Architect

At Regions, the Infrastructure Architect will design, implement, and maintain scalable, secure, and resilient infrastructure solutions. The ideal candidate will have a strong foundation in cloud and on-premises architecture, networking, virtualization, and automation, and will collaborate with cross-functional teams to support business and technology goals.

Primary Responsibilities

• Designs and implements infrastructure solutions that align with enterprise architecture standards and business requirements
• Evaluates and recommends technologies, tools, and platforms to improve infrastructure performance, scalability, and reliability
• Collaborates with application, security, and operations teams to ensure infrastructure supports application needs and complies with security policies
• Develops and maintains documentation for infrastructure architecture, standards, and procedures
• Lead efforts in infrastructure automation using tools such as Terraform, Ansible, or PowerShell
• Leads the development, communication, and maintenance of infrastructure roadmaps, ensuring alignment with enterprise architecture, business strategy, and emerging technology trends
• Monitors system performance and troubleshoot issues across cloud and on-prem environments
• Participates in capacity planning, disaster recovery, and business continuity initiatives
• Ensures compliance with regulatory and internal standards for infrastructure systems
• Mentors junior team members and contribute to knowledge sharing across the organization
• Serves as a subject matter expert
• Stays current with industry trends and emerging technologies to continuously improve infrastructure capabilities

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Bachelor's degree in Computer Science, Information Technology or related field and seven (7) years of experience in infrastructure architecture or related roles
• Or High School Diploma or GED and eleven (11) years of experience in infrastructure architecture or related roles
• Experience with containerization technologies (e.g., Docker, Kubernetes).
• Familiarity with CI/CD pipelines and DevOps practices

Preferences

• Relevant certifications (e.g., AWS Solutions Architect, Azure Architect, Cisco, VMware) are a plus.

Skills and Competencies

• Advanced ability to articulate complex technical concepts or scenarios to both technical and non-technical audiences
• Advanced ability to effectively evaluate risk vs. reward
• Advanced ability to independently problem solves with sound judgement
• Advanced ability to translate complex technical information across all levels of the organization through communications and/or presentations
• Advanced ability to work in a team environment when applicable
• Expert knowledge of risks associated with virtualization and cloud-based computing and the impact of those technologies on an organization's security posture
• Expert knowledge of security principles, solutions, tools, methodologies, and techniques
• Knowledge of Information Technology Infrastructure Library (ITIL) or other service management frameworks
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
• Strong project management skills
• Strong research, analytical, and/or problem-solving skills for evaluating situations, making recommendations, and taking effective action
• Strong verbal, written communication, and organizational skills
• Strong work ethic and self-motivation

AWS Cloud Architecture Skills (Preferred)

• Deep hands-on experience designing, deploying, and operating solutions on AWS using Well-Architected best practices
• Strong understanding of AWS foundational services:
• VPC, Subnets, Route 53, EC2, Auto Scaling, Load Balancers, S3, EFS, FSx, Glacier, RDS, Aurora, DynamoDB, ElastiCache, Lambda, Step Functions, ECS, EKS, Fargate, Kinesis, MSK, Glue, AppFlow, DMS
• Strong understanding of network security: NACLs, security groups, firewalls, WAF, GuardDuty, VPC Security features
• Experience with hybrid architecture - Connectivity via Direct Connect, VPN, Transit Gateway
• Expertise in multi-account strategy, landing zone design, AWS Organizations & IAM permission boundaries
• Amazon Connect Architecture & Integration Skills
• Expertise designing and implementing Amazon Connect contact center solutions, including multi-channel voice, chat, and messaging.
• Hands-on experience with Contact Flows, routing profiles, queues, prompts, and Hours of Operation configuration.
• Strong understanding of Contact Lens, call analytics, sentiment analysis, and real-time monitoring capabilities.
• Understanding of telephony infrastructure including DID provisioning, SIP trunking, Carrier management and Call flow failover design
• Experience designing Skill-based routing, Omnichannel workflows (voice, chat, SMS) and Callback and queue management strategies
• Knowledge of Amazon Connect Streams API for embedding softphones into internal applications or CRMs.
• Hands-on experience with Call Recording encryption, retention policies, and secure storage in S3.
• Experience with Amazon Connect outbound campaigns, dialer workflows, and compliance (TCPA, Do-Not-Call).
• Infrastructure as Code - Proficiency with CloudFormation, Terraform, or CDK for automated deployments, automation with Ansible, Packer, Jenkins etc.
• Experience building CI/CD pipelines with GitHub Actions, GitLab, Bitbucket, AWS CodePipeline
• Monitoring and observability using CloudWatch, X-Ray, and third-party/open-source tools like Open Telemetry, Dynatrace, Datadog, New Relic etc.
• Application, Data and Third-party Integration
• Design and implementation of REST, GraphQL, Webhooks, and event-driven APIs
• Experience with API lifecycle management including API versioning, Gateway routing, Rate limiting & throttling, SLA and contract design
• Familiarity with event-driven architectures using SNS, SQS, and EventBridge
• Data migration strategies and ETL processes using AWS Glue or third-party tools
• Integrating legacy systems with cloud through secure APIs or messaging
• Experience integrating AWS workloads with Cloud-native SaaS (ServiceNow, Salesforce, Workday, Okta, etc.), SIEM/SOAR platforms and Enterprise systems including Telephony infrastructure

Application & Data Architecture Skills (Preferred)

• Experience architecting Microservices, Event-driven systems, Serverless-based applications, Containerized workloads (ECS/EKS/Docker/Kubernetes)
• Experience designing RAG, GenAI, and LLM-based applications SageMaker, AWS Bedrock, Kendra, OpenSearch, API integrations with OpenAI, Anthropic, or vendor LLMs
• Understanding of modern architectural patterns including Domain-driven design (DDD), CQRS and Event Sourcing, Hexagonal/clean architecture
• Proficiency with data lake and analytical platforms
• Stakeholder Engagement: Strong communication skills for working with business and technical teams
• Leadership experience guiding engineering teams and mentoring architects
• Ability to drive architectural standards, best practices, and innovation initiatives
• Problem-solving mindset with ability to operate across multiple domains simultaneously

Security, Governance & Compliance Skills (Preferred)

• Strong understanding of identity and access including IAM, STS, federation (SAML/OIDC), SSO, RBAC/ABAC, mTLS & certificate-based authentication
• Experience designing secure cloud environments
• Implementation of - Encryption at rest/in transit, Zero Trust architecture patterns, Token-based and certificate-based security
• Experience in implementing governance frameworks
• Knowledge of compliance controls (SOC2, PCI, HIPAA, NIST, FedRAMP)

Certifications (Preferred)

AWS Certifications

• AWS Certified Solutions Architect – Professional (Highly preferred)
• AWS Certified Solutions Architect – Associate
• Other AWS Specialty Certifications

Enterprise Architecture and Other Relevant Certifications (Preferred)

• TOGAF 9/10 Certified
• Kubernetes (CKA/CKAD)