About the Role

Spectrum One is seeking a highly skilled and experienced Senior Amazon Connect Architect / Engineer to lead the design, implementation, and optimization of our cloud-based contact center environment. In this role, you will be the primary subject matter expert for all things related to Amazon Connect and the surrounding AWS ecosystem. You will partner with business stakeholders to translate customer experience requirements into scalable, secure, and innovative technical solutions. If you have a deep background in migrating legacy contact centers to the cloud, building complex automated routing workflows, and integrating AWS AI/ML services, we want you on our team.

Key Responsibilities

Architecture & Development 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. Strategy & Leadership 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). Operations & Optimization 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.

Required Qualifications

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

Preferred Qualifications

Certifications: AWS Certified Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking/Security Specialty. Infrastructure as Code (IaC): Experience deploying Amazon Connect resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK. CI/CD: Familiarity with DevOps practices and building CI/CD pipelines for serverless applications. AI/ML: Experience training and optimizing Amazon Lex bots for complex, multi-turn conversational AI. Visit our website at spectrumone.co.