Job Title : Contact Center Architect (AWS Connect)
Raritan, NJ 08869 or Remote
Type: Contract W2
Top Skills Required :
1. AWS Connect
2. AWS Connect Q
3. Contact Center technologies
Role Summary
We are seeking a Senior Amazon Connect Architect to own the architecture, stability, and evolution of a global, multi region Amazon Connect contact center platform supporting enterprise operations across NA, EMEA, and APAC. This is a hands on architect role, not L2/L3 support.
The role will act as the primary SME for Amazon Connect, AWS serverless integrations, contact center AI, and complex enterprise integrations.
Key Responsibilities
โข Serve as primary architect & SME for Amazon Connect across multiple global regions
โข Design and maintain highly available, region isolated architectures (Prod / Dev / Lab / Sandbox)
โข Architect and manage complex IVR/contact flows (100+ flows) using DynamoDB + Lambda orchestration
โข Lead integrations with:
o ServiceNow CTI (CTA)
o AWS Lambda, DynamoDB, Kinesis, S3, Redshift
o Lex, Polly, Contact Lens
o WebRTC voice/video channels
โข Drive AI enablement (Contact Lens, Agent Assist, conversational AI, GenAI POCs)
โข Ensure security, IAM, compliance, and audit alignment with enterprise standards
โข Own production stability, incident analysis, and resiliency improvements
โข Lead global KT sessions, mentor engineering and operations teams
โข Partner with AWS, client stakeholders, and leadership on roadmap, cost optimization, and innovations
Mandatory Skills & Experience
โข 10+ years overall experience in Contact Center
โข Deep, hands on Amazon Connect experience (architecture + production)
โข Strong AWS serverless experience: Lambda, DynamoDB, Kinesis, S3
โข Proven ServiceNow CTI integration experience
โข Experience supporting enterprise, multi region contact center platforms
โข Ability to operate as a client facing architect & escalation point
Strongly Preferred
โข Amazon Connect AI (Contact Lens, Agent Assist, sentiment, QA analytics)
โข WebRTC or digital channel integrations
โข AWS cost optimization and pricing model knowledge
โข Experience working with AWS TAMs / solution architects
Certifications (Preferred)
โข Amazon Connect Communications Specialist
โข Amazon Connect Developer
โข AWS Certified Solutions Architect (Associate or higher)
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.