Lead AI-Driven Contact Center Architect

Assurant, Inc.

United States

Remote

USD 150,000 - 230,000

Full time

3 days ago

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Job summary

Assurant, Inc. seeks a Lead Architect/Engineer to drive the transformation of its enterprise contact center to an AI-enabled Amazon Connect platform. This hands-on leadership role shapes architecture, standards, production solutions, and internal expertise.

Reporting to the VP, Infrastructure Products, you will guide teams through the Cisco UCCE/CVP to Amazon Connect migration, delivering secure, scalable, observable solutions across voice, chat, analytics and agent experiences.

Qualifications

Bachelor's degree or equivalent practical experience.
10+ years in software engineering, solution architecture, cloud engineering, or contact center tech.
5+ years of hands-on experience architecting, implementing, and operating enterprise Amazon Connect solutions.

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.