Amazon Connect Architect

nocnativecloud; Munster; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

NocNativeCloud Kerry, Ireland (Hybrid) is seeking a hands-on AWS/ Amazon Connect specialist to design, build, and optimise contact centre solutions for customers in insurance, healthcare, and financial services. You will own end-to-end implementation from requirements to deployment and post-launch optimisation.

This role requires strong communication with customers, deep knowledge of Amazon Connect, Lex, Lambda, CloudFormation or CDK, and experience integrating with CRM/EHR systems.

Qualifications

• 3+ years designing/implementing Amazon Connect solutions.
• Strong knowledge of Lex, Lambda, and CloudFormation/CDK.
• Experience integrating Connect with CRM/EHR systems.
• Understanding of SIP/PSTN/IVR and telephony concepts.
• AWS Certified Solutions Architect (Associate or Professional) preferred.

Responsibilities

• Design and build Amazon Connect contact flows and IVR systems.
• Develop Lex chatbots and voicebots with multi-turn flows.
• Write Lambda functions to integrate flows with CRM/EHR in real time.
• Implement Contact Lens for sentiment analysis and call summaries.
• Configure agent workspace with screen pop and real-time guidance.
• Create infrastructure as code using CloudFormation or CDK.
• Lead discovery sessions to gather requirements and translate into AWS architectures.
• Support go-live deployments and provide post-launch optimisation.

Skills

Amazon Connect

Amazon Lex

AWS Lambda

CloudFormation/CDK

CRM integration

Telephony basics

Customer communication

AWS SA cert

Tools

Terraform

AWS CDK

Job description

Kerry, Ireland (Hybrid) Full-time Competitive salary + equity

About The Role

You will design, build, and optimise Amazon Connect contact centre solutions for NocNativeCloud customers across insurance, healthcare, and financial services. This is a hands-on technical role — you will own the end-to-end implementation from requirements gathering through contact flow design, system integration, and post-launch optimisation. You will work directly with customers, which means strong communication skills matter as much as technical depth.

What you will do

• Design and build Amazon Connect contact flows, queues, routing profiles, and IVR systems tailored to customer requirements
• Develop Amazon Lex chatbots and voicebots with multi-turn conversation flows, slot filling, and intent classification
• Write and maintain AWS Lambda functions to integrate contact flows with CRM, EHR, policy management, and backend systems in real time
• Implement Amazon Connect Contact Lens for real-time sentiment analysis, keyword detection, and automated call summaries
• Design agent workspace configurations including screen pop, task management, and real-time agent guidance
• Build and maintain infrastructure-as-code using AWS CloudFormation or AWS CDK
• Conduct customer discovery sessions to gather contact centre requirements and translate them into scalable AWS architectures
• Lead go-live deployments including UAT support, agent training coordination, and hypercare
• Monitor platform performance post-launch and continuously optimise flows, routing logic, and AI models
• Stay current with Amazon Connect product releases and AWS AI service updates

What we are looking for

• 3+ years of hands-on experience designing and implementing Amazon Connect solutions
• Strong working knowledge of Amazon Lex, AWS Lambda, AWS CloudFormation or CDK
• Experience integrating Amazon Connect with CRM platforms (Salesforce, HubSpot, Zendesk) or EHR/EMR systems
• Solid understanding of telephony fundamentals: SIP, PSTN, IVR design, call routing strategies
• AWS Certified Solutions Architect (Associate or Professional) — preferred but not required if experience is strong
• Comfortable working directly with customers — requirements gathering, solution walkthroughs, go-live support

Nice to have

• Experience with AWS Connect Wisdom or Amazon Q in Connect
• Knowledge of GDPR, HIPAA, or FCA regulatory requirements relevant to contact centre deployments
• Experience with Terraform for infrastructure-as-code
• Background in contact centre operations or workforce management