At a Glance
- Tasks: Lead the design and delivery of cloud-based contact centre solutions using Amazon Connect.
- Company: Join a leading IT services company driving digital transformation in the UK and Europe.
- Benefits: Competitive contract salary, flexible working options, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on compliance and operational excellence.
- Why this job: Make a significant impact on customer engagement through innovative technology solutions.
- Qualifications: 15+ years in architecture, with extensive experience in Amazon Connect and contact centre technologies.
The predicted salary is between 63000 - 77000 £ per year.
Business Unit Head – UK & Europe: Driving Excellence in Sales, Delivery, Business Development, and Client Services
Amazon Connect Architect – Principal Level (15+ Years Experience)
Location
Glasgow, Scotland, United Kingdom
Reports To
Program Director
Employment Type
Contract
Role Overview
We are 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.
- Core 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.
- Implementation & Migration
- 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.
- Integration & Ecosystem
- 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).
- Security, Compliance & Governance
- 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 (e. g., NHS DSP Toolkit, HIPAA).
- Define data retention policies, PIA/DPIA frameworks and lawful intercept/emergency call handling.
- Dev Ops & Automation
- 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.
- Operational Excellence
- 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.
- Stakeholder Engagement
- Conduct Cx O‑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.
- Required 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, Event Bridge, Kinesis, Cloud Watch, Dynamo DB.
- Strong knowledge of security and compliance frameworks (GDPR, PCI‑DSS, ISO 27001, NHS DSP Toolkit).
- Hands‑on experience with Ia C (Cloud Formation/Terraform/CDK) and serverless development (Node. js/Python).
- Preferred Qualifications
- 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.
- Success Metrics
- Delivery of secure, compliant architecture aligned to global regulatory standards.
- Achieve 99.99% availability, measurable improvements in CSAT/NPS and reduced AHT.
- Full migration from legacy platforms within agreed timelines and governance frameworks.
- Compliance & 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.
- Seniority level
- Mid‑Senior level
- Employment type
- Contract
- Job function
- Information Technology
- Industries
- IT Services and IT Consulting
- #J-18808-Ljbffr
Amazon Connect Architect in Glasgow employer: Q1 Technologies, Inc.
At Q1 Technologies, Inc., we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the automotive safety sector. Our Gaydon location provides employees with unique opportunities for professional growth, as they engage in meaningful projects that directly impact vehicle safety. With a commitment to employee development and a supportive team environment, we ensure that our engineers thrive while making a difference in the industry.
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We think you need these skills to ace Amazon Connect Architect in Glasgow
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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.
