At a Glance
- Tasks: Lead the design and delivery of cloud-based contact centre solutions using Amazon Connect.
- Company: Join a forward-thinking enterprise focused on digital transformation and compliance.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Work in a diverse environment that values inclusion and offers career advancement.
- Why this job: Make a significant impact in shaping customer engagement through innovative technology.
- Qualifications: 15+ years in architecture, with extensive experience in Amazon Connect and contact centre technologies.
The predicted salary is between 72000 - 108000 £ per year.
Our enterprise level client is seeking a Principal Amazon Connect Architect to lead the design and delivery of enterprise‐grade, cloud‐based contact centre solutions. This role is pivotal in driving digital transformation, ensuring regulatory compliance, and delivering secure, resilient, and scalable architectures for omnichannel customer engagement. The successful candidate will have a proven track record of implementing Amazon Connect at scale, migrating from legacy platforms, and aligning technology decisions with global compliance standards.
About the Role
We are looking for an experienced professional to take on the role of Amazon Connect Architect at the Principal Level, requiring 15+ years of experience.
Responsibilities
- 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, ServiceNow, Dynamics, Pega), WFM/QM systems, and identity management solutions.
- Build API‐driven architectures, event streams, and real‐time analytics pipelines using AWS services (Lambda, EventBridge, Kinesis, Glue, Athena).
- Implement IAM, KMS encryption, VPC networking, and PrivateLink for secure connectivity.
- Ensure compliance with GDPR/UK GDPR, PCI‐DSS, ISO 27001, and sector‐specific standards (e.g., 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 CloudFormation/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.
Qualifications
- 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, EventBridge, Kinesis, CloudWatch, DynamoDB.
- Strong knowledge of security and compliance frameworks (GDPR, PCI‐DSS, ISO 27001, NHS DSP Toolkit).
- Hands‐on experience with IaC (CloudFormation/Terraform/CDK) and serverless development (Node.js/Python).
Compliance and Regulatory Assurance
This role requires strict adherence to international data protection laws, financial and healthcare compliance mandates, and cloud security best practices. The architect will be accountable for producing audit‐ready documentation, risk assessments, and governance artefacts for regulators worldwide.
Preferred Skills
- AWS Solutions Architect – Professional and Amazon Connect specialization.
- Experience with Contact Lens, Wisdom/Q in Connect, Voice ID, and outbound campaigns.
- Sector experience in healthcare/public sector or regulated industries.
- Familiarity with SIP, telephony routing, and Ofcom regulations.
Pay Range and Compensation Package
Details regarding pay range or salary or compensation will be provided during the interview process, but will be negotiable for the candidate who closely matches the above criteria.
Equal Opportunity Statement
Our Client is an equal opportunity employer committed to fostering an inclusive work environment throughout their organisation. They embrace all types of diversity.
Senior Solutions Architect in Glasgow employer: IC8
As a leading enterprise-level client, we pride ourselves on being an exceptional employer that champions innovation and professional growth. Our collaborative work culture fosters creativity and inclusivity, while our commitment to employee development ensures that you will have ample opportunities to advance your career in the rapidly evolving field of cloud-based contact centre solutions. Located in a vibrant area, we offer competitive compensation packages and a supportive environment that values diversity and compliance with global standards.
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We think this is how you could land Senior Solutions Architect in Glasgow
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Create a personal project or case study relevant to the challenges IC8 might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Senior Solutions Architect in Glasgow
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Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at IC8.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at IC8. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at IC8
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
