Amazon Connect Architect/Consultant | Racedog Technologies | Wilmington, DE

RaceDog Technologies; Wilmington (DE); On-site; USD 165,000 - 248,000; Full time

Job summary

Racedog Technologies seeks an elite Amazon Connect Architect/Consultant for an on-site role in Wilmington, DE. You will own cloud contact center design, deployment, and optimization, including Lex bots, Lambda integrations, and omnichannel routing.

A senior, client-facing leader with 12+ years in enterprise contact centers is required. You will migrate on-prem PBX to cloud-native AWS Connect, ensure security, and drive continuous improvement across omnichannel operations while collaborating with

Qualifications

• Bachelor’s degree in CS/IT/Telecommunications or related field.
• 12+ years of professional IT experience with focus on contact center technology and cloud telephony.
• Hands-on experience designing, implementing, and architecting Amazon Connect solutions.
• Active AWS Certified Solutions Architect or AWS Certified DevOps Engineer professional certifications.
• Proficiency with AWS serverless services (Lambda, DynamoDB, API Gateway, S3, IAM, CloudWatch).
• Understanding of VoIP protocols (SIP, RTP) and contact center KPIs.
• Strong analytical, problem-solving, and executive communication skills.
• Eligibility to work in the United States and onsite in Wilmington, DE.

Responsibilities

• Architect, design, and deploy enterprise-grade Amazon Connect contact center solutions and omnichannel routing workflows.
• Develop and maintain complex contact flows, Lambda integrations, and queue logic (Node.js/Python).
• Integrate Lex conversational AI bots, Polly TTS, and Transcribe STT for automated IVR.
• Configure AWS infrastructure services (IAM, VPC, CloudWatch, S3, DynamoDB) to support operations.
• Migrate legacy on-premise telephony/PBX systems to cloud-native Amazon Connect environments.
• Implement real-time analytics, custom dashboards, and QA monitoring workflows.
• Collaborate with stakeholders to translate requirements into robust architectures.
• Troubleshoot telephony routing issues, latency, and API integration failures.

Skills

AWS Lambda

Amazon Connect

Lex AI Bots

DynamoDB

API Gateway

CloudWatch

S3

VoIP SIP RTP

Executive communication

Education

Bachelor’s degree in CS/IT/Telecommunications

Tools

Terraform/CloudFormation

Kinesis

Amazon QuickSight

Job description

Position Summary

Racedog Technologies is actively seeking an elite, highly proficient Amazon Connect Architect / Consultant with 12+ years of enterprise contact center and cloud telephony experience to join our client team in Wilmington, DE on an onsite contract basis. In this critical cloud architecture and contact center transformation role, you will be responsible for designing, deploying, and optimizing enterprise-grade Amazon Connect contact center solutions, conversational AI bots, and omnichannel routing workflows. You will leverage your deep practical expertise in AWS cloud services, contact center infrastructure, Lambda serverless functions, and Lex conversational AI to deliver seamless customer engagement experiences. This opportunity requires a senior cloud telephony architect with exceptional client-facing leadership capabilities.

Detailed Job Description

As an Amazon Connect Architect / Consultant supporting client operations in Wilmington, DE via Racedog Technologies, you will take full technical ownership of cloud contact center architecture, telephony integration, and automated workflow design. Your day-to-day responsibilities include designing Amazon Connect contact flows, implementing AWS Lambda backend integrations, configuring Amazon Lex conversational bots, and setting up real-time analytics dashboards via Amazon QuickSight and Kinesis. You will collaborate closely with enterprise business stakeholders, software engineers, and QA teams to migrate legacy on-premise PBX systems to AWS cloud contact centers. Furthermore, you will ensure rigorous security compliance, optimize call routing efficiency, and drive continuous improvement across omnichannel operations.

Key Responsibilities

• Architect, design, and deploy enterprise-grade Amazon Connect contact center solutions and omnichannel routing workflows.
• Develop and maintain complex contact flows, custom Lambda serverless functions (Node.js/Python), and customer queue logic.
• Integrate Amazon Lex conversational AI bots, text-to-speech (Polly), and speech-to-text (Transcribe) services for automated IVR.
• Configure AWS infrastructure services including IAM, VPC, CloudWatch, S3, and DynamoDB supporting contact center operations.
• Migrate legacy on-premise telephony and PBX systems (Avaya, Cisco, Genesys) to cloud-native Amazon Connect environments.
• Implement real-time contact center analytics, custom reporting dashboards and quality assurance monitoring workflows.
• Collaborate with enterprise business stakeholders to translate customer service requirements into robust technical architectures.
• Troubleshoot complex telephony routing issues, audio latency problems, and API integration failures under tight deadlines.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related technical discipline.
• Minimum of 12+ years of professional IT experience, with extensive specialization in contact center technology and cloud telephony.
• Proven hands-on experience designing, implementing, and architecting enterprise Amazon Connect contact center solutions.
• Active AWS Certified Solutions Architect or AWS Certified DevOps Engineer professional certifications.
• Expert practical proficiency in AWS serverless services (Lambda, DynamoDB, API Gateway, S3, IAM, CloudWatch).
• Comprehensive understanding of VoIP protocols (SIP, RTP), telecom carriers, session border controllers, and contact center KPIs.
• Exceptional analytical, problem-solving, architectural design, and executive communication capabilities.
• Mandatory eligibility to work in the United States and availability for onsite work in Wilmington, DE.

Nice-to-Have Skills

• Advanced postgraduate degrees in Computer Science or Telecommunications Engineering.
• Prior professional experience integrating Salesforce, ServiceNow, or Zendesk CRM platforms with Amazon Connect.
• Experience implementing generative AI-powered agent assist tools and post-contact analytics via Amazon Bedrock.
• Strong background in automated testing frameworks and CI/CD pipelines for AWS infrastructure (Terraform/CloudFormation).
• Excellent project management and client advisory skills.

Employment & Compensation Details

Contract Duration: Long-Term Contract / On-Site (Wilmington, DE)

Notice Period: Immediate to 30 Days

Salary/Rate: Market Competitive / Standard Consulting Rate

Deadline: Open until filled

Recruitment Pro Tip

When applying for this Amazon Connect Architect position via Racedog Technologies, ensure your resume highlights your AWS professional certifications and large-scale cloud contact center migration projects.