Senior Amazon Connect Architect Engineer

About the Role

Spectrum One is seeking a highly skilled and experienced Senior Amazon Connect Architect / Engineer to lead the design implementation and optimization of our cloud-based contact center this role you will be the primary subject matter expert for all things related to Amazon Connect and the surrounding AWS ecosystem. You will partner with business stakeholders to translate customer experience requirements into scalable secure and innovative technical solutions.

If you have a deep background in migrating legacy contact centers to the cloud building complex automated routing workflows and integrating AWS AI/ML services we want you on our team.

Key Responsibilities

Architecture & Development

• Design build and maintain complex omnichannel contact flows (Voice Chat SMS) within Amazon Connect.
• Develop custom serverless applications using AWS Lambda ( to fetch dynamic routing data trigger backend processes and personalize customer interactions.
• Integrate Amazon Connect with internal databases RESTful APIs and CRM platforms (e.g. Salesforce Zendesk ServiceNow).
• Leverage AWS AI/ML servicessuch as Amazon Lex for conversational bots Amazon Polly for text-to-speech and Contact Lens for sentiment analysis and transcription.

Strategy & Leadership

• Lead the migration of legacy contact center platforms (e.g. Avaya Cisco Genesys) to Amazon Connect.
• Act as the technical lead on contact center projects providing mentorship and guidance to junior engineers and administrators.
• Collaborate with Customer Support and Sales leaders to understand business goals define metrics and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT).

Operations & Optimization

• Design and deploy custom reporting and analytics dashboards using Amazon QuickSight Kinesis and Athena.
• Ensure the contact center architecture follows AWS Well-Architected Framework principles focusing on high availability disaster recovery and data security.
• Troubleshoot complex telecommunications WebRTC and API integration issues.
• Manage telecom resources including claiming/porting numbers and configuring queue/routing profiles.

Required Qualifications

• Experience: 5 years of hands-on experience designing deploying and supporting Amazon Connect contact center solutions at an enterprise scale.
• AWS Ecosystem: Deep expertise in the AWS Serverless stack specifically Lambda API Gateway DynamoDB S3 Kinesis CloudWatch and IAM.
• Programming: Strong proficiency in at least one backend programming language ( or Python) for writing custom Lambda functions.
• Integrations: Proven track record of integrating Amazon Connect with CRMs (e.g. Salesforce CTI integration) and third-party SaaS applications.
• Telephony Fundamentals: Solid understanding of SIP WebRTC telephony networks and general contact center operations/metrics.
• Problem-Solving: Exceptional analytical skills with the ability to troubleshoot complex distributed cloud systems.

Preferred Qualifications

• Certifications: AWS Certified Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking/Security Specialty.
• Infrastructure as Code (IaC): Experience deploying Amazon Connect resources and AWS infrastructure using Terraform AWS CloudFormation or AWS CDK.
• CI/CD: Familiarity with DevOps practices and building CI/CD pipelines for serverless applications.
• AI/ML: Experience training and optimizing Amazon Lex bots for complex multi-turn conversational AI.