Contact Center Architect (AWS Connect)

ICONMA

Our Client, an IT Services and Consulting company, is looking for a Contact Center Architect (AWS Connect) for their Raritan, NJ/Hybrid location.

Responsibilities:

Serve as primary architect & SME for Amazon Connect across multiple global regions
Design and maintain highly available, region isolated architectures (Prod / Dev / Lab / Sandbox)
Architect and manage complex IVR/contact flows (100+ flows) using DynamoDB + Lambda orchestration
Lead integrations with:
ServiceNow CTI (CTA)
AWS Lambda, DynamoDB, Kinesis, S3, Redshift
Lex, Polly, Contact Lens
WebRTC voice/video channels
Drive AI enablement (Contact Lens, Agent Assist, conversational AI, GenAI POCs)
Ensure security, IAM, compliance, and audit alignment with enterprise standards
Own production stability, incident analysis, and resiliency improvements
Lead global KT sessions, mentor engineering and operations teams
Partner with AWS, client stakeholders, and leadership on roadmap, cost optimization, and innovations

Requirements:

10+ years overall experience in Contact Center
Deep, hands on Amazon Connect experience (architecture + production)
Strong AWS serverless experience: Lambda, DynamoDB, Kinesis, S3
Proven ServiceNow CTI integration experience
Experience supporting enterprise, multi region contact center platforms
Ability to operate as a client facing architect & escalation point
Strongly Preferred:
Amazon Connect AI (Contact Lens, Agent Assist, sentiment, QA analytics)
WebRTC or digital channel integrations
AWS cost optimization and pricing model knowledge
Experience working with AWS TAMs / solution architects
Certifications (Preferred):
Amazon Connect Communications Specialist
Amazon Connect Developer
AWS Certified Solutions Architect (Associate or higher)
Years of Experience: 14.00 Years of Experience

Why Should You Apply?

Health Benefits
Referral Program
Excellent growth and advancement opportunities

Apply

Vacancy posted 18 hours ago

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