Amazon Connect Architect

Job title: Amazon Connect Architect

Job type: Outside IR35 6 month contract

Role location: Glasgow, Scotland (Hybrid Remote)

The company: IT Consultancy

• Define target architecture for Amazon Connect across voice, chat, and tasks, ensuring high availability, disaster recovery, and multi-region resilience.
• Apply AWS Well‑Architected Framework principles and enterprise architecture standards for security, sustainability, and cost optimization.
• Lead end‑to‑end migration from legacy platforms (Avaya, Cisco, Genesys) to Amazon Connect.
• Design and implement IVR/Contact flows, Lex conversational bots, Contact Lens analytics, and agent assist capabilities.
• Architect integrations with CRM/ITSM platforms (Salesforce, Service Now, Dynamics, Pega), WFM/QM systems, and identity management solutions.
• Build API‑driven architectures, event streams, and real‑time analytics pipelines using AWS services (Lambda, Event Bridge, Kinesis, Glue, Athena).
• Implement IAM, KMS encryption, VPC networking, and Private Link for secure connectivity.
• Ensure compliance with GDPR/UK GDPR, PCI‑DSS, ISO 27001, and sector‑specific standards (NHS DSP Toolkit, HIPAA).
• Define data retention policies, PIA/DPIA frameworks, and lawful intercept/emergency call handling.
• Establish CI/CD pipelines for flows, Lambda, Lex bots, and infrastructure using Cloud Formation/Terraform/CDK.
• Implement automated testing and version control for safe, repeatable deployments.
• Define KPIs/SLAs (AHT, CSAT/NPS, abandonment rates) and build real‑time dashboards for performance monitoring.
• Lead capacity planning, incident management, and continuous improvement initiatives.
• Conduct CxO‑level workshops, translate business objectives into technical roadmaps, and maintain governance with PMO and regulatory bodies.
• Prepare investment cases, TCO/ROI analyses, and compliance documentation for audits.

• 15+ years in architecture/engineering, 10+ years in contact centre technologies, 5+ years with Amazon Connect.
• Proven delivery of enterprise‑scale Amazon Connect implementations with complex integrations.
• Expertise in AWS services: IAM, VPC, Lambda, API Gateway, Event Bridge, Kinesis, Cloud Watch, Dynamo
  
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• Strong knowledge of security and compliance frameworks (GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit).
• Hands‑on experience with IaC (Cloud Formation/Terraform/CDK) and serverless development (Node.js/Python).

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