Amazon Connect Agentic Voice AI

Role : Lead Architect - Amazon Connect / Amazon Lex / Agentic Voice AI
Location: REMOTE
Job Type- W2 Contract

Job description Below

Client is seeking a Lead Architect with deep expertise in Amazon Connect Amazon Lex Agentic Voice AI Connect AI Agents and Assisted NLU to lead the design and delivery of enterprise-scale conversational AI and contact center transformation initiatives. The ideal candidate will define architecture strategy drive AI-powered customer experience modernization and lead the implementation of intelligent voice and digital engagement solutions. This role requires hands-on experience architecting cloud-native solutions on AWS integrating AI agents with enterprise systems enabling autonomous and assisted customer journeys and providing technical leadership across cross-functional teams. The candidate should possess strong stakeholder management skills and a proven track record delivering scalable secure and highly available contact center platforms.

Key Requirements
10 years of overall technology experience with 5 years in Contact Center and Conversational AI architecture
Hands-on expertise with Amazon Connect Amazon Lex Connect AI Agent and Agent Assist capabilities
Experience designing and implementing Agentic Voice AI solutions for autonomous customer interactions
Strong knowledge of Assisted NLU intent recognition entity extraction dialog orchestration and conversational design
Experience with Generative AI services including Amazon Bedrock foundation models prompt engineering and RAG architectures
Expertise in architecting voice chat IVR self-service and omni channel customer engagement solutions
Strong AWS experience including Lambda API Gateway Step Functions S3 DynamoDB CloudWatch IAM and networking services
Experience integrating contact center platforms with CRM ERP customer data platforms and third-party applications
Proven ability to design scalable secure and highly available cloud-native architectures
Strong understanding of contact center KPIs customer journey design routing strategies and workforce optimization concepts
Experience defining solution blueprints technical standards governance frameworks and best practices
Ability to lead architecture reviews technical workshops and executive-level discussions
Experience managing onshore/offshore engineering teams and mentoring solution architects and developers
Strong communication presentation stakeholder management and client-facing consulting skills
AWS certifications such as AWS Solutions Architect Professional or AWS Machine Learning Specialty preferred
Prior experience in financial services healthcare insurance telecom or large enterprise contact center environments preferred

Preferred Skills
Amazon Bedrock
Knowledge Bases and RAG
Real-time Agent Assist
Contact Center Analytics and Reporting
Speech Analytics and Sentiment Analysis
Multi-Agent Orchestration
AI Governance and Responsible AI
CI/CD and DevSecOps on AWS
Salesforce ServiceNow or Dynamics CRM integrations