Amazon Connect Center & Conversational AI Architect Job

Role Summary:
We are seeking a highly experienced Lead AWS Contact Center & Conversational AI Architect to lead the architecture, design, and implementation of enterprise-scale contact center and conversational AI solutions.

The ideal candidate will have strong hands-on expertise with Amazon Connect, Amazon Lex, Agentic Voice AI, Connect AI Agent, Agent Assist, Assisted NLU, and Generative AI. This role will be responsible for defining solution architecture, modernizing customer engagement platforms, designing intelligent voice and digital experiences, and providing technical leadership across engineering and architecture teams.

Required Qualifications:
10+ years of overall technology experience.
5+ years of experience in Contact Center and Conversational AI architecture.
Strong hands-on experience with Amazon Connect and Amazon Lex.
Experience with Connect AI Agent, Agent Assist, and AI-powered contact center capabilities.
Proven experience designing Agentic Voice AI solutions.
Strong understanding of Assisted NLU, intent recognition, entity extraction, dialog management, and conversational design.
Experience with Generative AI, Amazon Bedrock, foundation models, prompt engineering, and RAG architectures.
Strong AWS architecture experience with services including:
AWS Lambda
API Gateway
Step Functions
S3
DynamoDB
CloudWatch
IAM
AWS networking services
Experience integrating contact center platforms with CRM, ERP, customer data platforms, and third-party systems.
Strong understanding of scalable, secure, highly available cloud-native architectures.
Knowledge of contact center KPIs, customer journey mapping, routing strategies, and workforce optimization.
Experience creating architecture blueprints, technical standards, governance frameworks, and best practices.
Strong experience conducting architecture reviews and technical workshops.
Experience leading and mentoring onshore/offshore engineering teams.
Excellent communication, presentation, stakeholder management, and client-facing consulting skills.
Ability to work during US Eastern Time Zone business hours.
Key Responsibilities:

Lead the architecture and design of enterprise-scale Amazon Connect contact center solutions.
Design and implement Amazon Lex conversational AI and intelligent voice experiences.
Architect Agentic Voice AI solutions that enable autonomous and assisted customer interactions.
Design and implement Connect AI Agent and Agent Assist capabilities for contact center representatives.
Develop conversational architectures using Assisted NLU, intent recognition, entity extraction, dialog orchestration, and conversational design.
Leverage Generative AI, Amazon Bedrock, foundation models, prompt engineering, Knowledge Bases, and RAG to enhance customer and agent experiences.
Design omnichannel customer engagement solutions spanning voice, chat, IVR, digital self-service, and agent-assisted interactions.
Architect AWS cloud solutions using services such as Lambda, API Gateway, Step Functions, S3, DynamoDB, CloudWatch, IAM, and AWS networking services.
Design integrations between Amazon Connect and enterprise platforms including CRM, ERP, customer data platforms, and third-party applications.
Define scalable, secure, highly available, and resilient cloud-native architectures.
Develop solution blueprints, architecture standards, technical governance frameworks, and reusable design patterns.
Lead architecture reviews, technical workshops, proof-of-concepts, and design sessions with technical and business stakeholders.
Analyze contact center customer journeys and recommend AI-powered automation and self-service opportunities.
Design routing strategies and solutions aligned with contact center KPIs and customer experience objectives.
Collaborate with engineering teams to ensure successful implementation of architecture and technical solutions.
Lead and mentor onshore/offshore architects, developers, and engineering teams.
Provide technical guidance throughout the solution lifecycle, from requirements and architecture through implementation and production deployment.
Ensure solutions follow AWS security, scalability, availability, observability, and DevSecOps best practices.
Communicate technical architecture and recommendations to senior leadership and client stakeholders.
Preferred Qualifications:
AWS Solutions Architect Professional certification.
AWS Machine Learning Specialty certification.
Experience with Amazon Bedrock Knowledge Bases and RAG.
Experience with Real-Time Agent Assist.
Contact Center Analytics and Reporting experience.
Speech Analytics and Sentiment Analysis experience.
Multi-Agent AI orchestration experience.
AI Governance and Responsible AI experience.
CI/CD and DevSecOps experience on AWS.
Experience integrating Salesforce, ServiceNow, or Microsoft Dynamics CRM.
Previous experience in financial services, healthcare, insurance, telecom, or large enterprise contact center environments.

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