Lead AI-Driven Architect for Cloud Contact Center
American Bankers Insurance Company of Florida
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Job summary
Assurant is seeking a Lead Architect / Engineer to drive the technical transformation of our enterprise contact center to an AI-enabled Amazon Connect platform. This is a strategic, hands-on engineering leadership role responsible for architecture, engineering standards, production solutions, and building sustainable internal expertise.
Reporting to the VP, Infrastructure Products, you will provide technical direction and mentorship across development teams while leading the phased migration
Qualifications
- Bachelor’s degree or equivalent practical experience.
- 10+ years in software engineering, solution architecture, cloud engineering, or contact center technology.
- 5+ years hands-on experience architecting, implementing, and operating enterprise Amazon Connect solutions.
- Deep knowledge of Connect flows, routing, queues, telephony, security, agent workspace, APIs, recording, and analytics.
- Strong experience with AWS Lambda, Amazon Lex, APIs, Python, TypeScript or Java, and serverless/event-driven architecture.
- Experience with generative AI, RAG, agentic AI, guardrails, evaluation, and responsible AI controls.
- Strong AWS security, IAM, observability, infrastructure-as-code, and CI/CD experience.
- Proven ability to lead technical delivery and influence teams in a matrixed enterprise environment.
Responsibilities
- Own the technical architecture and engineering direction for Amazon Connect.
- Design scalable solutions across voice, chat, messaging, routing, recording, analytics, agent experiences, and integrations.
- Lead technical migration and coexistence strategies between Cisco UCCE/CVP and Amazon Connect.
- Build AI-enabled self-service and agent-assist capabilities using Amazon Lex, Amazon Bedrock, AWS Lambda, RAG, and generative/agentic AI patterns.
- Design serverless integrations using AWS services, APIs, event-driven architectures, and enterprise systems.
- Establish CI/CD, infrastructure-as-code, security, observability, resiliency, and production-readiness standards.
- Provide hands-on technical leadership through architecture reviews, prototypes, reusable patterns, pairing, and mentorship.
- Partner with AWS, vendors, Security, Architecture, Data, Operations, and product teams to deliver secure and supportable solutions.
Skills
Education
Tools
Job description
Assurant is seeking a Lead Architect / Engineer to drive the technical transformation of our enterprise contact center to an AI-enabled Amazon Connect platform. This is a strategic, hands-on engineering leadership role responsible for architecture, engineering standards, production solutions, and building sustainable internal expertise.
Reporting to the VP, Infrastructure Products, you will provide technical direction and mentorship across development teams while leading the phased migration
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