Amazon Connect Architect

Infoplus Technologies UK Ltd; Easter Howgate; On-site; GBP 90,000 - 130,000; Full time

Job summary

Infoplus Technologies UK Ltd in the United Kingdom is seeking an expert AWS Solutions Architect to own the Amazon Connect platform architecture, including voice routing, IVR design and the call life cycle. You will lead architectural discussions, ensure solutions follow AWS Well-Architected Framework principles, and define integration patterns using Lambda, Lex, Kendra and Bedrock (GenAI) to enhance CX.

Also design and govern Connect instances, ensure scalability and security, and provide

Qualifications

• Certified AWS Solution Architect with real-life solution architecture experience.
• Good understanding of contact center technology landscape and AWS contact center services.
• Experience building API-based integrations with Salesforce, ServiceNow and bot platforms.

Responsibilities

• Own the overall solution architecture for the Amazon Connect platform, including voice routing and contact flows, IVR design and call life cycle.
• Lead architectural discussions ensuring alignment with AWS Well-Architected Framework principles (security, reliability, scalability, performance, cost).
• Define logical, physical, and integration architectures aligned to AWS best practices.
• Design and govern Amazon Connect instances and environments, including contact flows, queues, routing profiles, and multi-region design.
• Define integration patterns using AWS Lambda, APIs and event-driven mechanisms; ensure data persistence and downstream integrations.
• Engage with customers at business & technical levels to 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, analytics via Amazon Connect analytics, including Contact Lens insights, call recording, monitoring and reporting.
• Define security architecture for Amazon Connect, including IAM roles and least-privilege access.

Skills

AWS Solutions Architect

Amazon Connect

IVR design

Lex

Lambda

Security IAM

Multi-region

APIs & integration

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