Job Description
Your responsibilities:
Own the overall solution architecture for the Amazon Connect platform, including Voice routing and contact flows, IVR design and call life cycle, Agent experience and operational model
Lead and contribute to deep architectural discussions, ensuring solutions follow AWS Well-Architected Framework principles (security, reliability, scalability, performance efficiency, and cost optimization).
Define logical, physical, and integration architectures aligned to AWS best practices
Design and govern Amazon Connect instances and environments Contact flows, queues, routing profiles, High-availability and multi-region design considerations
Ensure scalability, performance, and service resilience are Embedded into the solution design
Define integration patterns using AWS Lambda, APIs and event-driven mechanisms, data persistence and downstream system integrations
Engage with customers at both business and technical levels to understand requirements and provide expert guidance on Amazon Connect, Lex, Lambda, Kendra, Bedrock (GenAI) and broader AWS AI/ML services.
Ensure Real Time and post-call data capture, enrichment, and analytics using Amazon Connect analytics and intelligence features, including Contact Lens for transcription, sentiment, and quality insights, Call recording, monitoring, and reporting
Ensure analytics solutions meet operational, compliance, and CX reporting needs
Define the security architecture for Amazon Connect, including AWS IAM roles and least-privilege access
Your Profile
Essential skills/knowledge/experience:
Certified AWS Solution Architect, with real-life solution architecture experience
Good understanding of contact center technology landscape.
Proven knowledge of Contact Center technologies including Interactive Voice Response (IVR), Voice Biometrics, Natural Language Processing, Telephony Integration CTI, Automatic Call Distribution ACD, Call Recording and Automation using AI/ML.
Deep expertise on AWS contact center relevant services.
Sound experience in developing Amazon Connect flows, AWS Lambda and Lex bots
Deep functional and technical understanding of APIs and related integration experience
Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
Experience with AWS technologies such as AWS Lambda, Amazon Lex, DynamoDB, S3, Sagemaker, Contact Lens, Transcribe etc. and how they may be leverage alongside Amazon Connect to enhance contact centre performance
Well versed with AWS platform and technology services
Good communication skills
Have strong stakeholder management & engagement skills, effective at all levels
Extensive knowledge of infrastructure planning and provisioning, security considerations, design and deployment, as well as system life cycle management
Design and deployment of AWS/Hybrid solutions utilising a Cloud Native stack
Desirable skills/knowledge/experience:
Excellent communications skills
Ability to develop requirements based on leadership connects
Ability to work effectively in a remote, virtual, global environment
Amazon Connect Architect in Edinburgh employer: Infoplus Technologies UK Ltd
As a Sybase DBA at our company, you will thrive in a dynamic work environment that prioritises innovation and collaboration. We offer competitive benefits, a strong focus on employee development, and opportunities for growth within the organisation, all while being located in a vibrant area that fosters both professional and personal enrichment. Join us to be part of a team that values your contributions and supports your career aspirations.
Contact Details:
Infoplus Technologies UK Ltd Recruitment Team
