We are seeking a Principal Amazon Connect Architect to lead the design and delivery of enterprise‑grade, cloud‑based contact center solutions. This role is pivotal in driving digital transformation, ensuring regulatory compliance, and delivering secure, resilient, and scalable architectures for omnichannel customer engagement.

3‑Month contract, Hybrid – Glasgow, UK

Responsibilities

• Define target architecture for Amazon Connect across voice, chat, and tasks, ensuring high availability, disaster recovery, and multi‑region resilience.
• Apply AWS Well‑Architected Framework principles and enterprise architecture standards for security, sustainability, and cost optimization.
• Lead end‑to‑end migration from legacy platforms to Amazon Connect.
• Design and implement IVR/contact flows, conversational bots, Contact Lens analytics, and agent assist capabilities.
• Architect integrations with CRM/ITSM platforms such as Salesforce, ServiceNow, and Dynamics.
• Build API‑driven architectures, event streams, and real‑time analytics pipelines using AWS services.
• Implement IAM, KMS encryption, and VPC networking for secure connectivity.
• Ensure compliance with GDPR/UK GDPR, PCI‑DSS, and sector‑specific standards.
• Define data retention policies and lawful intercept/emergency call handling.
• Establish CI/CD pipelines for flows and infrastructure using CloudFormation/Terraform/CDK.
• Implement automated testing and version control for safe, repeatable deployments.
• Define KPIs/SLAs and build real‑time dashboards for performance monitoring.
• Lead capacity planning, incident management, and continuous improvement initiatives.
• Conduct CxO‑level workshops and translate business objectives into technical roadmaps.
• Prepare investment cases, TCO/ROI analyses, and compliance documentation for audits.

Essential Skills

• 15+ years in architecture/engineering, 10+ years in contact center technologies, 5+ years with Amazon Connect.
• Proven delivery of enterprise‑scale Amazon Connect implementations with complex integrations.
• Expertise in AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB.
• Strong knowledge of security and compliance frameworks (GDPR, PCI‑DSS, NHS DSP Toolkit).
• Hands‑on experience with CloudFormation/Terraform/CDK and serverless development (Node.js/Python).

Additional Skills & Qualifications

• AWS Solutions Architect – Professional and Amazon Connect specialization.
• Experience with Amazon Connect Wisdom/Q, Voice ID, and outbound campaigns.
• Sector experience in healthcare/public sector or regulated industries.
• Familiarity with SIP, telephony routing, and Ofcom regulations.

Location: Glasgow, UK