AWS Contact Centre Architect

Amazon Connect Architect (Principal Level) Contract – Outside IR35 £550 - £600 per day 4-Month Contract | Possible Extension to 12+ Months Start: ASAP Location: Glasgow (Hybrid – Up to 40% Onsite for Workshops & Key Activities) Overview An established organisation is seeking an experienced Principal Amazon Connect Architect to lead the design, architecture, and delivery of large-scale, cloud-based contact centre solutions. This is a senior, hands-on role suited to someone who has delivered Amazon Connect at enterprise level and can drive cloud transformation, regulatory compliance, and architectural best practice across complex environments. You will be responsible for shaping the future state architecture, guiding major migration programmes, and ensuring all solutions are secure, scalable, resilient, and aligned to global standards. Key Responsibilities Solution Architecture & Design • Define the target Amazon Connect architecture spanning voice, chat and task workloads. • Ensure high availability, multi-region resilience, and robust disaster recovery. • Apply AWS Well-Architected principles focused on security, sustainability, and cost optimisation. Migration & Implementation • Lead full migrations from legacy environments (Avaya, Cisco, Genesys) into Amazon Connect. • Design and deploy IVR/contact flows, Lex bots, Contact Lens analytics and agent assist features. Integrations & Ecosystem • Architect integrations with platforms such as Salesforce, ServiceNow, Dynamics, and Pega. • Implement API-driven architectures and real-time data solutions using Lambda, EventBridge, Kinesis, Glue and Athena. Security, Compliance & Governance • Implement IAM, VPC, KMS, PrivateLink and other cloud security controls. • Ensure adherence to GDPR/UK GDPR, PCI-DSS, ISO 27001 and regulatory frameworks. • Establish data protection, PIA/DPIA processes, and lawful intercept/emergency handling. DevOps & Automation • Build CI/CD pipelines for flows, Lambda, Lex bots and IaC (CloudFormation/Terraform/CDK). • Develop automated testing and version-controlled deployment processes. Operational Excellence • Define and monitor KPIs/SLAs (AHT, CSAT/NPS, abandonment). • Lead capacity planning, incident response and continuous improvement initiatives. Stakeholder & Programme Leadership • Run C-suite workshops, translate requirements into architectural roadmaps, and work closely with PMO/regulatory teams. • Produce TCO/ROI models, compliance documentation, and audit-ready artefacts. Required Experience • 15+ years in architecture/engineering roles. • 10+ years working with contact centre technologies. • 5+ years implementing Amazon Connect at scale. • Deep hands-on knowledge of AWS (IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, DynamoDB, CloudWatch). • Strong understanding of GDPR, PCI-DSS, ISO 27001 and public-sector level compliance. • Practical experience with IaC tools and serverless development (Node.js/Python). Desirable • AWS Solutions Architect – Professional or Amazon Connect specialisation. • Experience with Contact Lens, Wisdom/Q, Voice ID, outbound campaigns. • Background in healthcare, public sector or other regulated industries. • Understanding of SIP, telephony routing and Ofcom regulations. What Success Looks Like • Delivery of secure, compliant architectures meeting global regulatory standards. • 99.99% availability and measurable improvements to customer experience metrics. • Full migration from legacy platforms delivered on time and within governance frameworks. How to Apply If you're an expert Amazon Connect Architect ready to lead a high-impact programme, please apply with your CV for immediate consideration.