Amazon Connect Architect - AWS / Lambda / Lex

DCV Technologies; City of Edinburgh; Hybrid; GBP 111,000 - 166,000; Full time

Job summary

DCV Technologies seeks an experienced Amazon Connect Architect to design and deliver enterprise-scale, cloud-based contact centre solutions from Edinburgh. You will own the Amazon Connect solution architecture, including voice routing, IVR, agent experience, integrations, security and analytics. Location: Edinburgh | Hybrid working with 2 days onsite.

Contract: 6-12 months. The role requires strong hands-on Amazon Connect experience and AWS certifications, with proven ability to scale, secure,

Qualifications

• Extensive hands-on Amazon Connect architecture experience.
• AWS Certified Solutions Architect.
• Experience with IVR, CTI, ACD and voice routing.
• Proven ability to design scalable, secure AWS solutions.
• Experience integrating with Salesforce, ServiceNow and bot services.

Responsibilities

• Own Amazon Connect solution architecture for enterprise-scale contact centers.
• Design voice routing, contact flows and IVR.
• Lead integrations with Salesforce, ServiceNow and bot solutions for analytics and reporting.
• Ensure security, resilience and high availability of AWS architectures.
• Collaborate with stakeholders to provide customer-facing architecture guidance.

Skills

Amazon Connect

AWS Solutions Architect

Contact centre tech

IVR

AWS Lambda & Lex

REST APIs

DynamoDB

S3

IAM & security

Salesforce integration

ServiceNow integration

GenAI/Bedrock

Kendra

Tools

Salesforce

ServiceNow

Bot solutions

Job description

We are currently recruiting for an experienced Amazon Connect Architect to support the design and delivery of enterprise-scale, cloud-based contact centre solutions. The successful candidate will own the Amazon Connect solution architecture, covering voice routing, contact flows, IVR, agent experience, integrations, security, resilience and analytics.

Location: Edinburgh - Hybrid, 2 days onsite

Contract: 6-12 months

Key Skills & Experience

• Strong hands-on Amazon Connect architecture experience
• AWS Certified Solutions Architect
• Strong contact centre technology knowledge - IVR, CTI, ACD, voice routing and call recording
• Amazon Connect contact flows, queues and routing profiles
• Strong AWS Lambda and Amazon Lex experience
• REST APIs and enterprise integration architecture
• AWS services including DynamoDB, S3, Contact Lens and Transcribe
• AWS IAM, security and least-privilege architecture
• Experience integrating with platforms such as Salesforce, ServiceNow and bot solutions
• Strong understanding of scalable, resilient and highly available AWS architectures
• Strong stakeholder management and customer-facing architecture experience
• Experience with Amazon Bedrock, Kendra, SageMaker, GenAI/AI contact centre solutions and hybrid AWS environments would be advantageous.

Candidates must be comfortable working onsite in Edinburgh 2 days per week.