AWS Connect Architect for Enterprise Contact Center

Pinnaclearc; Plano, Northern (TX, KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Pinnaclearc in Plano, TX is seeking an experienced Cloud & Contact Center Architect to design and scale enterprise AWS solutions. You will leverage Terraform, Bitbucket/Git, and CI/CD pipelines while architecting AWS networking and application layers for high-availability contact-center platforms.

Candidates should have 12+ years of experience building enterprise AWS solutions, deep knowledge of contact center operations, and AI-enabled integrations for agent assist, speech analytics, and

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 (Terraform).
• Ability to architect and implement AWS applications and networking.
• Experience with CI/CD tools 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 (WebRTC), call recording, and telephony platforms.
• Experience troubleshooting, monitoring, and production support in large environments (Splunk, Datadog, CloudWatch).
• Experience building and supporting enterprise solutions on AWS.
• Strong understanding of contact center operations.
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval with guardrails.

Responsibilities

• 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).

Skills

Programming language

Cloud contact center

Infrastructure as Code

AWS networking

CI/CD tools

Version control

Proof-of-concepts

Application architecture

Voice technologies

Monitoring & support

AI in contact center

Contact center operations

AWS enterprise solutions

Tools

Terraform

Bitbucket

Git

Job description

Pinnaclearc in Plano, TX is seeking an experienced Cloud & Contact Center Architect to design and scale enterprise AWS solutions. You will leverage Terraform, Bitbucket/Git, and CI/CD pipelines while architecting AWS networking and application layers for high-availability contact-center platforms.

Candidates should have 12+ years of experience building enterprise AWS solutions, deep knowledge of contact center operations, and AI-enabled integrations for agent assist, speech analytics, and