Amazon Connect Architect

Pinnacle Arc LLC; Plano (TX); On-site; USD 140,000 - 170,000; Full time

Job summary

Pinnacle Arc LLC in Plano, TX is seeking a senior Cloud Contact Center Engineer to design and implement scalable AWS-based enterprise solutions for complex contact center environments. The role emphasizes modern programming, IaC, and AI-enabled agent assist capabilities.

Ideal candidates will have extensive AWS experience, solid CI/CD tooling, and a strong foundation in voice tech, monitoring, and production support at scale.

Qualifications

• Proficiency in at least one modern programming language (e.g., Python, Java).
• Experience implementing cloud contact center platforms, preferably Amazon Connect.
• Strong expertise with Infrastructure as Code (e.g., Terraform).
• Ability to architect and implement AWS applications and networking.
• Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git).
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions.
• Advanced knowledge of application and infrastructure architecture principles.
• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus).
• Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch.
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations (required)
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)

Responsibilities

• Proficiency in at least one modern programming language (e.g., Python, Java).
• Experience implementing cloud contact center platforms, preferable Amazon Connect.
• Strong expertise with Infrastructure as Code (e.g., Terraform).
• Ability to architect and implement AWS applications and networking.
• Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git).
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions.
• Advanced knowledge of application and infrastructure architecture principles.
• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus).
• Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch.
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations (required)
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)

Skills

Python

Java

GenAI/LLM usage

Conversational AI

Speech analytics

Tools

Terraform

AWS

Bitbucket

Git

Jules

Splunk

Datadog

CloudWatch

Job description

Location: Plano, TX (Onsite) (Onsite)
Work Authentication: OPT, USC,H1B,TN,H4EAD,L2EAD (Strictly No GC, GCEAD and CPT)
Employment Type: C2C
Posted Date: September 09, 2026

Job Description

Proficiency in at least one modern programming language (e.g., Python, Java)
Experience implementing cloud contact center platforms, preferably Amazon Connect
Strong expertise with Infrastructure as Code (e.g., Terraform)
Ability to architect and implement AWS applications and networking
Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git)
Ability to rapidly build proof-of-concepts and scale them into enterprise solutions
Advanced knowledge of application and infrastructure architecture principles
Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus)
Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch
Experience building and supporting enterprise solutions on AWS
Strong understanding of contact center operations (required)
AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)

Key Responsibilities

• Proficiency in at least one modern programming language (e.g., Python, Java)
• Experience implementing cloud contact center platforms, preferable Amazon Connect
• Strong expertise with Infrastructure as Code (e.g., Terraform)
• Ability to architect and implement AWS applications and networking
• Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git)
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions
• Advanced knowledge of application and infrastructure architecture principles
• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus)
• Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations (required)
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)

Must-Have Skills

• Proficiency in at least one modern programming language (e.g., Python, Java)
• Experience implementing cloud contact center platforms, preferable Amazon Connect
• Strong expertise with Infrastructure as Code (e.g., Terraform)
• Ability to architect and implement AWS applications and networking
• Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git)
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions
• Advanced knowledge of application and infrastructure architecture principles
• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus)
• Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations (required)
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)

Required Qualifications

• Exp: 12+ years
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations (required)
• Experience implementing cloud contact center platforms, preferable Amazon Connect
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions
• Advanced knowledge of application and infrastructure architecture principles
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)

Preferred Qualifications

• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus)