Amazon Connect Solution Architect

Project overview

Job Title: Amazon Connect Solution Architect

Job Description

This role offers the opportunity to lead the design and assurance of Amazon Connect solutions as part of a major transformation programme. You will work within a complex, multi-technology environment, shaping scalable, resilient cloud-based solutions and ensuring they integrate effectively with wider enterprise systems and customer interaction technologies.

Responsibilities

Essential Skills

Additional Skills & Qualifications

Why Work Here?

You will join a forward-thinking organisation that is investing in modern, cloud-based capabilities to transform the customer experience. The environment encourages ownership, collaboration and innovation, giving you the opportunity to shape strategic solutions and influence how technology supports customers and operations. You will work closely with a range of stakeholders, gain exposure to complex, enterprise-scale architectures and contribute to a high-impact transformation programme, while developing your expertise in AWS and CCaaS technologies.

• Provide specialist architecture expertise across Amazon Connect and associated AWS services, acting as the primary subject matter expert for cloud-based solutions.
• Design scalable, resilient and secure cloud-based architectures that support future growth and evolving customer experience requirements.
• Assess existing configurations and translate business and technical requirements into clear, future-state architecture designs.
• Develop end-to-end architecture covering integration between Amazon Connect and wider enterprise technologies, including CRM, reporting and workforce optimisation platforms.
• Provide architectural input across telephony, routing, dialler and workforce optimisation capabilities, ensuring cohesive and efficient customer interaction flows.
• Review and constructively challenge technical designs produced by implementation and technology partners to ensure alignment with agreed architecture principles and standards.
• Collaborate closely with customer experience stakeholders, Business Analysts, infrastructure teams and security architects to align solutions with strategic objectives and technical constraints.
• Ensure proposed solutions meet required security, performance, resilience and operational standards, including adherence to organisational policies and best practices.
• Support architecture assurance throughout implementation, providing guidance, documentation and oversight to ensure solutions are delivered as designed.
• Produce clear, comprehensive architecture documentation and communicate complex technical concepts effectively to both technical and non-technical stakeholders.
• Strong, demonstrable experience designing and implementing Amazon Connect solutions in complex environments.
• Deep understanding of the broader AWS ecosystem and services that support and integrate with Amazon Connect.
• Proven CCaaS (Contact Centre as a Service) and contact centre architecture experience, covering multi-channel customer interaction.
• Solid understanding of contact-centre routing, telephony, IVR and customer interaction technologies and how they work together in an integrated landscape.
• experience integrating contact-centre platforms with wider enterprise systems such as CRM, reporting and operational tooling.
• experience operating within complex, multi-platform contact-centre environments with multiple technologies and customer-specific configurations.
• Strong architecture documentation skills, with the ability to produce clear, structured and reusable artefacts.
• Excellent stakeholder communication skills, with the ability to engage, influence and build consensus across technical and business teams.
• Exposure to dialler technologies and their role within outbound contact strategies.
• experience with Workforce Management and Workforce Optimisation tools in a contact-centre context.
• Familiarity with CRM platforms and reporting technologies used to support customer experience and operational performance.
• experience working on large-scale transformation programmes within customer experience or contact-centre domains.
• Ability to challenge and refine partner and vendor technical designs while maintaining collaborative relationships.

Project details

London, UK

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.

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• Start: ASAP
• Remote: onsite
• Location: London, United Kingdom, GB