Job Description

Title:

Amazon Connect Architect

Seniority:

Principal Level (15+ Years Experience)

Contract Type:

Outside IR35

Day Rate:

400-450 per day

Duration:

4 months initially, with potential extension up to 12+ months

Start Date:

ASAP

Location:

Glasgow, Scotland

Working Model:

Hybrid - up to 40% onsite (workshops, cutovers, vendor engagement)

Reports To:

Programme Director

Overview

We are working with a major organisation undergoing a large-scale digital transformation and are seeking an experienced

Principal Amazon Connect Architect

to join their programme on a contract basis. This is a pivotal, senior-level role responsible for leading the design and delivery of enterprise-grade, cloud-based contact centre solutions built on Amazon Connect.

The ideal candidate will have extensive experience implementing Amazon Connect at scale, migrating from legacy contact centre technologies, and ensuring that complex architecture meets global compliance and security requirements.

Key Responsibilities

Solution Architecture & Design

Define the target architecture for Amazon Connect across voice, chat, and tasks, ensuring high availability, disaster recovery, and multi-region resilience. Apply AWS Well-Architected Framework and enterprise architecture standards covering security, sustainability, and cost optimisation.

Implementation & Migration

Lead full-scale migrations from legacy platforms (e.g., Avaya, Cisco, Genesys) to Amazon Connect. Design and implement IVR/contact flows, Lex bots, analytics, and agent assist capabilities.

Integration & Ecosystem

Architect integrations with CRM/ITSM systems such as Salesforce, ServiceNow, Dynamics, and similar platforms. Build API-driven, event-streaming, and data analytics architectures using core AWS services (Lambda, EventBridge, Kinesis, Glue, Athena).

Security, Compliance & Governance

Implement security controls including IAM, encryption, PrivateLink, and VPC networking. Ensure alignment with major compliance frameworks such as GDPR/UK GDPR, PCI-DSS, ISO 27001, and other industry-specific standards. Define data retention, privacy impact assessments, and emergency handling processes.

DevOps & Automation

Establish CI/CD pipelines for flows, Lambda, Lex bots, and supporting infrastructure. Implement automated testing and version control to support predictable, secure deployments.

Operational Excellence

Define KPIs/SLAs including AHT, CSAT/NPS, and abandonment rates, and build real-time performance dashboards. Lead incident management, capacity planning, and continuous improvement activities.

Stakeholder Management

Run workshops with senior stakeholders, translating business objectives into technical roadmaps. Produce investment cases, cost models, compliance documentation, and audit-ready artefacts.

Required Experience

15+ years in architecture/engineering roles. 10+ years in contact centre technologies and a minimum of 5 years working hands-on with Amazon Connect. Proven experience delivering enterprise-scale Amazon Connect solutions with complex integrations. Strong knowledge of key AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB. Deep understanding of regulatory and security frameworks (GDPR, PCI-DSS, ISO 27001, etc.). Hands-on experience with Infrastructure-as-Code (CloudFormation, Terraform, CDK) and serverless development (Node.js/Python).

Preferred Skills

AWS Solutions Architect - Professional certification and Amazon Connect specialisations. Experience with Contact Lens, Voice ID, outbound campaigns, and related Connect features. Background in regulated industries such as healthcare or the public sector. Understanding of SIP, telephony routing, and relevant regulatory standards.

Success Criteria

Delivery of a secure, compliant architecture aligned to global standards. Achieving 99.99% availability, improved CSAT/NPS, and reduced AHT. Successful migration from legacy platforms within agreed timelines and governance.

Compliance Requirements

This role requires strict adherence to international data protection and industry-specific regulatory standards. The successful contractor will be responsible for producing audit-ready documentation and providing assurance across all aspects of data governance, security, and cloud compliance.

Job Types: Full-time, Temporary
Contract length: 4 months

Pay: 400.00-450.00 per day

Benefits:

Work from home
Work Location: Hybrid remote in Glasgow G76 7EP