Remote AWS Contact Center Architect - Amazon Connect

Mobile Apps US LLC; United States; À distance; USD 140 000 - 180 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

IT architecture

AWS cloud

Amazon Connect

Leadership

Communication

Stakeholder management

Telephony/IVR design

Security/compliance awareness

Outils

Terraform/CloudFormation

CloudWatch

API Gateway

DynamoDB

S3

Lambda

Kinesis

Redshift/ Athena

Salesforce integration

ServiceNow integration

CI/CD tools

Description du poste

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