telus-digital - Senior Amazon Connect Application Architect

Remote, US - Hybrid1w ago

In Office Principal NA Cloud Computing Artificial Intelligence Solutions Architect Associate Java Python Node.js Reporting AWS Lens OpenAPI Terraform Salesforce

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience, with 5+ years in contact center solutions and at least 4 years in a technical leadership, application architect, or solution architect role for CCaaS or cloud deployments. • Proven ability to design and build complex, scalable, resilient, and cost-efficient omnichannel Customer Experience (CX) solutions on Amazon Connect and AWS, applying Well-Architected Framework principles. • Demonstrated experience personally building and deploying solutions on AWS, not just designing them, including serverless development, infrastructure as code, and automated deployment pipelines. • Hands-on experience building custom agent experiences with the Amazon Connect Streams API and custom Contact Control Panel (CCP), and working across the Amazon Connect backend service APIs for contact flows, contact handling, and reporting. • Deep experience architecting and implementing seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP. • Proficiency in contact center reporting and analytics, including Contact Lens conversational analytics, and ensuring data consistency across the platform. • Ability to lead technical discovery, deliver solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications and working software. • AWS Professional certification(s), for example AWS Certified Solutions Architect (Associate or Professional), AWS Certified Developer (Associate), or AWS Certified Cloud Practitioner. • Hands-on experience across Amazon Connect and AWS services, including Lambda, Lex, Polly, S3, Kinesis, and DynamoDB. • Experience building custom agent applications with the Amazon Connect Streams API (StreamsJS), including embedding or building a custom Contact Control Panel (CCP), handling agent and contact state events, and using Amazon Connect SDK. • Working knowledge of the Amazon Connect backend service APIs, for example flow management, contact handling, and real-time and historical metrics. • Experience with Amazon Connect Cases (the ConnectCases API) for tracking and managing multi-interaction customer issues. • Experience with Amazon Connect Customer Profiles (the CustomerProfiles API and AppFlow connectors) to unify customer data from CRM, ITSM, and ERP sources with contact history. • Experience with Amazon Connect Contact Lens for real-time and post-call conversational analytics, sentiment analysis, and automated contact categorization, including the real-time analysis APIs. • Experience developing generative AI assistants with Amazon Bedrock agents, including action groups, OpenAPI or function-based tool definitions, knowledge bases, and Lambda-based fulfillment (awareness of the current Amazon Bedrock AgentCore direction is a plus). • Strong programming skills in Python, Java, or Node.js. • Strong experience with infrastructure as code, with Terraform preferred (AWS CloudFormation also valued), and CI/CD tooling for automated, repeatable deployments. • Familiarity with cloud security frameworks, compliance standards, and cost optimization strategies. • Experience leading migration projects from legacy platforms such as Salesforce Service Cloud, Five9, or Genesys. • Hands-on experience with other CCaaS solutions is a strong asset.

Responsibilities

• Collaborate with customers and Solution Architects to define end-to-end system design, creating blueprints for IVR and voice workflows, omni-channel routing, ticket lifecycles, and key integration points; design scalable, highly available, secure, and cost-effective architectures on Amazon Connect and AWS, applying Well-Architected Framework principles; finalize and own the Technical Design Document. • Build and configure Amazon Connect contact flows and supporting components, and develop custom application logic using AWS Lambda, Amazon Lex, Amazon Polly, S3, Kinesis, and DynamoDB; build custom agent experiences with the Amazon Connect Streams API and a custom Contact Control Panel (CCP), and extend the solution with Amazon Connect Cases, Customer Profiles, Contact Lens, and Amazon Bedrock agents where appropriate; write clean, maintainable code in Python, Java, or Node.js; develop and maintain infrastructure as code (Terraform preferred, AWS CloudFormation also supported) and CI/CD pipelines to support repeatable, automated deployments. • Validate and confirm the technical approach and architecture, ensuring alignment with AWS best practices and client security and compliance requirements; approve configuration changes and custom application deployments, and drive complex technical issues to resolution; select the appropriate AWS services for each use case, balancing performance, scalability, security, and cost. • Architect and implement seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP platforms; lead migration efforts from legacy contact center platforms (for example, Salesforce Service Cloud, Five9, or Genesys) to Amazon Connect, analyzing existing systems and developing pragmatic migration strategies. • Act as a technical advisor on Amazon Connect platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed. • Provide strategic technical oversight, mentorship, and hands-on support to Application and Quality Engineers; serve as the primary technical consultant to clients, leading discovery sessions, design workshops, solution demonstrations, and configuration reviews; bridge the gap between technical and non-technical stakeholders. • Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences; review and validate test cases, with a focus on end-to-end experience quality; monitor and tune application performance in production. • Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the client; proactively identify scope creep and potential technical blockers to prevent cost leakages, and ensure the final solution is secure, cost-optimized, and easily maintainable by the client's operations team.