Senior Amazon Connect Architect: Cloud CX & AWS Lead

TELUS Digital; Columbus (OH); Hybrid; USD 152,618 - 179,550; Full time

Job summary

In this role, you’ll lead technical design, mentor engineers, and drive migration from legacy contact centers. A strong background in CCaaS, Terraform/IaC, and Python/Java/Node.js is essential.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience, with 5+ years in contact center solutions and at least 4 years in a technical leadership or architect role.
• Proven ability to design and deploy complex, scalable omnichannel CX on Amazon Connect & AWS using Well‑Architected Framework.
• Hands-on experience building agent experiences with Amazon Connect Streams API/CCP and backend API access.
• Experience leading migrations from legacy CC platforms to Amazon Connect (Salesforce Service Cloud, Five9, Genesys).
• Strong programming and IaC skills with Python/Java/Node.js, Terraform, and CI/CD.

Responsibilities

• Define end‑to‑end system designs for IVR, omni‑channel routing, and integrations; produce technical designs.
• Build and configure Amazon Connect flows and custom logic with AWS services; develop CI/CD pipelines and IaC.
• Validate architecture, ensure security/compliance, and drive issue resolution.
• Architect seamless integrations between Amazon Connect/AWS and CRM, WFM, and ERP systems.
• Mentor engineers, lead discovery sessions, and guide client-facing solutioning.

Skills

AWS

Solution architecture

CCaaS / CX design

Python/Java/Node.js

Terraform / IaC

Leadership

Communication

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Amazon Connect

Terraform

AWS CloudFormation

CRM integration

CCaaS platforms

Job description

In this role, you’ll lead technical design, mentor engineers, and drive migration from legacy contact centers. A strong background in CCaaS, Terraform/IaC, and Python/Java/Node.js is essential.