Contact Center Architect

Mobile Apps US LLC; United States; Remote; USD 140,000 - 180,000; Full time

Job summary

Mobile Apps US LLC is seeking a Contact Center Architect with deep Amazon Connect and AWS Solution Architecture experience to design and modernize customer-facing contact center solutions. This role bridges business and IT teams, leads architecture discussions, and delivers scalable voice, chat, authentication, and self-service experiences.

You will work across IVR, contact flows, CRM integrations, serverless design, and governance, with a focus on secure PII/PHI handling and reliable

Qualifications

• 10+ years IT experience.
• 4-6+ years AWS cloud/solution architecture.
• 3+ years hands-on Amazon Connect in production.
• Experience with Amazon Connect, Lex, Polly, Transcribe, and Contact Lens.
• Strong AWS experience with Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift/Athena.
• Experience with IVR/IVA, telephony, CTI, contact flows, routing, and authentication.
• Experience with Salesforce/ServiceNow or enterprise integrations.
• Terraform/CloudFormation, CloudWatch, and CI/CD experience.
• Excellent communication, stakeholder management, facilitation, and leadership skills.

Responsibilities

• Lead business discovery sessions and translate requirements into architecture.
• Own end-to-end Amazon Connect architecture including IVR/IVA, flows, routing, queues, voice, chat, and callback.
• Design authentication and identity-verification with secure PII/PHI handling.
• Architect self-service and conversational solutions using Lex, Polly, and Transcribe.
• Integrate Amazon Connect with CRM and enterprise systems like Salesforce and ServiceNow.
• Design AWS serverless/event-driven solutions using Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, and Athena.
• Support modernization from legacy platforms such as Avaya and Genesys.
• Establish monitoring, logging, security, governance, and KPIs for contact centers.
• Use Terraform/CloudFormation, CloudWatch, and CI/CD for reliable deployments.
• Partner with development teams and lead architecture/design reviews.

Skills

IT architecture

AWS cloud

Amazon Connect

Leadership

Communication

Stakeholder management

Telephony/IVR design

Security/compliance awareness

Tools

Terraform/CloudFormation

CloudWatch

API Gateway

DynamoDB

S3

Lambda

Kinesis

Redshift/ Athena

Salesforce integration

ServiceNow integration

CI/CD tools

Job description

Job Title: Contact Center Architect - Amazon Connect

Location: United States (Fully Remote)

Employment Type: Contract - W2/C2C

Job Summary

Seeking a Contact Center Architect with strong Amazon Connect and AWS Solution Architecture experience to design and modernize customer-facing contact center solutions. This role will bridge business and IT teams, lead architecture discussions, and deliver scalable voice, chat, authentication, and self-service solutions.

Key Responsibilities

• Lead business discovery sessions and translate requirements into technical architecture.
• Own end-to-end Amazon Connect architecture, including IVR/IVA, contact flows, routing, queues, voice, chat, and callback.
• Design authentication and identity-verification solutions with secure PII/PHI handling.
• Architect self-service and conversational solutions using Amazon Lex, Polly, and Transcribe.
• Integrate Amazon Connect with CRM and enterprise systems such as Salesforce and ServiceNow.
• Design AWS serverless/event-driven solutions using Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, and Athena.
• Support modernization from legacy platforms such as Avaya and Genesys.
• Establish monitoring, logging, security, governance, and contact-center KPIs.
• Use Terraform/CloudFormation, CloudWatch, and CI/CD for reliable deployments.
• Partner with development teams and lead architecture/design reviews.

Required Qualifications

• 10+ years of overall IT experience.
• 4-6+ years of AWS Cloud / Solution Architecture experience.
• 3+ years hands-on Amazon Connect experience in production.
• Strong experience with Amazon Connect, Lex, Polly, Transcribe, and Contact Lens.
• Strong AWS experience with Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift/Athena.
• Experience with IVR/IVA, telephony, CTI, contact flows, routing, and authentication.
• Experience with Salesforce/ServiceNow or enterprise integrations.
• Experience with Terraform/CloudFormation, CloudWatch, and CI/CD.
• Excellent communication, stakeholder management, facilitation, and leadership skills.

Preferred Qualifications

• Healthcare experience with payer, provider, PBM, or health-services organizations.
• Experience with member/provider journeys, eligibility, benefits, and healthcare self-service.
• Knowledge of HIPAA, HL7/FHIR, and healthcare data.
• Experience with conversational AI, chatbots, and virtual agents.
• Experience with QuickSight and Contact Lens analytics.
• AWS Certified Solutions Architect.
• Experience with Avaya or Genesys modernization.