Senior Amazon Connect Application Architect

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings:
Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Our Amazon Connect Application Architects will be an integral part of our CX Platforms team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices:
Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S.

As an Amazon Connect Application Architect, you'll sit at the intersection of solution architecture and application engineering — designing and hands-on building complex Amazon Connect solutions. You'll translate high-level business goals into well-architected, secure, and cost-effective designs on the Amazon Connect and AWS ecosystem, then roll up your sleeves to implement, validate, and optimize those solutions alongside the delivery team.

This role specializes in Amazon Connect and its supporting AWS services, including Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, Amazon Kinesis, and DynamoDB. It combines the design authority of a solution architect with the deep, hands-on build expertise expected of an application architect, ensuring that what is designed on paper is delivered reliably in production.

• Collaborate with customers and Solution Architects to define end-to-end system design, creating blueprints for IVR and voice workflows, omni-channel routing, ticket life cycles, and key integration points; design scalable, highly available, secure, and cost-effective architectures on Amazon Connect and AWS, applying Well-Architected Framework principles; finalize and own the Technical Design Document.
• Build and configure Amazon Connect contact flows and supporting components, and develop custom application logic using AWS Lambda, Amazon Lex, Amazon Polly, S3, Kinesis, and DynamoDB; build custom agent experiences with the Amazon Connect Streams API and a custom Contact Control Panel (CCP), and extend the solution with Amazon Connect Cases, Customer Profiles, Contact Lens, and Amazon Bedrock agents where appropriate;
  
  write clean, maintainable code in Python, Java, or Node.js; develop and maintain infrastructure as code (Terraform preferred, AWS Cloud Formation also supported) and CI/CD pipelines to support repeatable, automated deployments.
• Validate and confirm the technical approach and architecture, ensuring alignment with AWS best practices and client security and compliance requirements; approve configuration changes and custom application deployments, and drive complex technical issues to resolution; select the appropriate AWS services for each use case, balancing performance, scalability, security, and cost.
• Architect and implement seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP platforms; lead migration efforts from legacy contact center platforms (for example, Salesforce Service Cloud, Five9, or Genesys) to Amazon Connect, analyzing existing systems and developing pragmatic migration strategies.
• Act as a technical advisor on Amazon Connect platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed.
• Provide strategic…