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Contact Center Architect (AWS Connect)

ICONMA, LLC

Raritan, NJHybridFull-timeNo compensation foundPosted 3mo agoSeen in employer's feed 2w ago
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At a glance

Compensation
No compensation found
Location
Raritan, NJHybrid
Schedule
Full-time
Work Authorization
Not specified

Requirements

Credentials this posting asks for.

Amazon Connect Communications SpecialistAmazon Connect Developer

Job overview

ICONMA, LLC is hiring a Contact Center Architect (AWS Connect). The role serves as the primary architect and subject matter expert for Amazon Connect, designing highly available, region‑isolated architectures, managing complex IVR flows, leading integrations with ServiceNow CTI and AWS services, and driving AI enablement while ensuring security, compliance, and production stability for a hybrid location in Raritan, NJ.

Key focus areas include Serve as primary architect & SME for Amazon Connect across multiple global regions, Design and maintain highly available, region isolated architectures (Prod / Dev / Lab / Sandbox), and Architect and manage complex IVR/contact flows (100+ flows) using DynamoDB + Lambda orchestration.

Successful candidates bring 10+ Years Contact Center and 14+ Years Experience. Important skills include Amazon Connect, AWS Lambda, DynamoDB, AWS Kinesis, Amazon S3, and ServiceNow CTI. Preferred (not required): WebRTC, AWS Cost Optimization, Sentiment Analysis, and AWS Pricing Model Knowledge.

Skills & qualifications

RequiredNice to have

Skills

Amazon ConnectAWS LambdaDynamoDBAWS KinesisAmazon S3ServiceNow CTIWebRTCAWS Cost OptimizationRedshiftLexPollyContact LensAI EnablementAgent AssistConversational AIGenAI POCsSecurityIAMComplianceAudit AlignmentProduction StabilityIncident AnalysisResiliency ImprovementsGlobal KT SessionsCoachingRoadmap PlanningCost OptimizationCreativityAWS ServerlessClient Facing ArchitectEscalation PointSentiment AnalysisQA AnalyticsDigital Channel IntegrationsAWS Pricing Model KnowledgeWorking With AWS TAMsWorking With Solution Architects

Qualifications

10+ Years Overall Experience in Contact CenterExperience Supporting Enterprise, Multi Region Contact Center Platforms14.00 Years of ExperienceAmazon Connect Communications SpecialistAmazon Connect DeveloperAWS Certified Solutions Architect Associate or Higher

Benefits

Medical Insurance

Full job description

Our Client, an IT Services and Consulting company, is looking for a Contact Center Architect (AWS Connect) for their Raritan, NJ/Hybrid location. Responsibilities:

  • Serve as primary architect & SME for Amazon Connect across multiple global regions

  • Design and maintain highly available, region isolated architectures (Prod / Dev / Lab / Sandbox)

  • Architect and manage complex IVR/contact flows (100+ flows) using DynamoDB + Lambda orchestration

  • Lead integrations with:

  • ServiceNow CTI (CTA)

  • AWS Lambda, DynamoDB, Kinesis, S3, Redshift

  • Lex, Polly, Contact Lens

  • WebRTC voice/video channels

  • Drive AI enablement (Contact Lens, Agent Assist, conversational AI, GenAI POCs)

  • Ensure security, IAM, compliance, and audit alignment with enterprise standards

  • Own production stability, incident analysis, and resiliency improvements

  • Lead global KT sessions, mentor engineering and operations teams

  • Partner with AWS, client stakeholders, and leadership on roadmap, cost optimization, and innovations

Requirements:

  • 10+ years overall experience in Contact Center

  • Deep, hands on Amazon Connect experience (architecture + production)

  • Strong AWS serverless experience: Lambda, DynamoDB, Kinesis, S3

  • Proven ServiceNow CTI integration experience

  • Experience supporting enterprise, multi region contact center platforms

  • Ability to operate as a client facing architect & escalation point

  • Strongly Preferred:

  • Amazon Connect AI (Contact Lens, Agent Assist, sentiment, QA analytics)

  • WebRTC or digital channel integrations

  • AWS cost optimization and pricing model knowledge

  • Experience working with AWS TAMs / solution architects

  • Certifications (Preferred):

  • Amazon Connect Communications Specialist

  • Amazon Connect Developer

  • AWS Certified Solutions Architect (Associate or higher)

  • Years of Experience: 14.00 Years of Experience

Why Should You Apply?

  • Health Benefits

  • Referral Program

  • Excellent growth and advancement opportunities

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