AWS Connect Architect — AI-Driven Cloud Contact Center

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

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.