Senior Amazon Connect Architect – Engineer

Spectrum One

Senior Amazon Connect Architect/Engineer leading design and implementation of cloud contact solutions. Collaborating with stakeholders to deliver technical solutions for customer experience enhancements.

Posted 5/26/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

AWSCloudDynamoDBJavaScriptNode.jsPythonServiceNow

About the role

Key responsibilities & impact

Design, build, and maintain complex, omnichannel contact flows (Voice, Chat, SMS) within Amazon Connect.
Develop custom serverless applications using AWS Lambda (Node.js/Python) to fetch dynamic routing data, trigger backend processes, and personalize customer interactions.
Integrate Amazon Connect with internal databases, RESTful APIs, and CRM platforms (e.g., Salesforce, Zendesk, ServiceNow).
Leverage AWS AI/ML services—such as Amazon Lex for conversational bots, Amazon Polly for text-to-speech, and Contact Lens for sentiment analysis and transcription.
Lead the migration of legacy contact center platforms (e.g., Avaya, Cisco, Genesys) to Amazon Connect.
Act as the technical lead on contact center projects, providing mentorship and guidance to junior engineers and administrators.
Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT).
Design and deploy custom reporting and analytics dashboards using Amazon QuickSight, Kinesis, and Athena.
Ensure the contact center architecture follows AWS Well-Architected Framework principles, focusing on high availability, disaster recovery, and data security.
Troubleshoot complex telecommunications, WebRTC, and API integration issues.
Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles.

Requirements

What you’ll need

5+ years of hands-on experience designing, deploying, and supporting Amazon Connect contact center solutions at an enterprise scale.
Deep expertise in the AWS Serverless stack, specifically Lambda, API Gateway, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
Strong proficiency in at least one backend programming language (Node.js or Python) for writing custom Lambda functions.
Proven track record of integrating Amazon Connect with CRMs (e.g., Salesforce CTI integration) and third-party SaaS applications.
Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics.
Exceptional analytical skills with the ability to troubleshoot complex, distributed cloud systems.

Benefits

Comp & perks

High-Trust Environment: We hire adults. We don't track keystrokes or enforce arbitrary hours. We care about the quality of your output.
Deep Work: We minimize meetings to protect your focus time. We operate asynchronously by default.
International Standards: You will work with top-tier international clients, building systems that scale and handle real-world traffic.
Real Strategic Influence: We expect engineers to drive technical decisions. You will have a direct hand in shaping the architecture and product roadmap.
Autonomy by Default: We reject the traditional agency model of "churn and burn." We provide the context and the goal, then we trust you to execute.
A Culture of Excellence: You will be surrounded by high-performers who push you to be better. We believe in continuous evolution and provide the environment you need to do the best work of your career.
Top-of-Market Compensation: High base salary benchmarked against industry standards, plus annual performance-based bonuses.
Annual Summit: A fully-funded, company-wide Out of Country retreat to celebrate our wins.
Hardware & Gear: We provide the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive.
Professional Development Budget: We provide an annual budget for courses, certifications, books, and conferences. We want you to stay sharp.
Permanent Remote: Work from home or anywhere you are most productive.
Time Off & Wellness: Generous paid leave policy, full medical coverage (HMO), and mental health support for you and your dependents.

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Hard Skills & Tools

AWS LambdaNode.jsPythonRESTful APIsAmazon ConnectAmazon QuickSightKinesisAthenaDynamoDBS3

Soft Skills

mentorshipcollaborationanalytical skillstroubleshootingleadership