Senior Amazon Connect Application Architect

TELUS Digital

Amazon Connect Application Architect designing and implementing solutions for customer experience. Collaborating with teams to ensure scalable and secure solutions using AWS technologies.

Posted 7/20/2026full-timeRemote • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United StatesSenior💰 $152,618 - $179,550 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing scalable, resilient, and cost-effective omnichannel Customer Experience solutions on Amazon Connect and AWS, with a strong focus on technical leadership and integration with external systems. Proficient in building custom applications and managing infrastructure as code to support automated deployments.

Highest-signal resume keywords

Amazon Connect ArchitectureAWS Lambda DevelopmentInfrastructure as Code (Terraform)Contact Center IntegrationTechnical Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Amazon ConnectAWSPythonJavaNode.jsTerraformAWS CloudFormationAmazon LexAmazon PollyContact Lens

Soft Skills

MentorshipCommunicationProblem-SolvingCollaborationTechnical Consulting

Tools & Technologies

Amazon Connect Streams APICustom Contact Control Panel (CCP)KinesisDynamoDBCRM SystemsWFM SystemsERP Platforms

Certifications & Qualifications

Bachelor's Degree in Computer ScienceEngineering Degree

Industry Keywords

Contact Center SolutionsCCaaSOmnichannel Customer ExperienceWell-Architected FrameworkServerless Development

Tech Stack

Tools & technologies

AWSCloudDynamoDBERPJavaJavaScriptNode.jsPythonTerraform

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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