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Contact Center Architect (AWS Connect)

Iconma

Raritan, NJ

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JOB DETAILS
SKILLS
AWS Lambda, Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Artificial Intelligence (AI), Call Centers, Computer Telephony Integration (CTI), Cost Control, Customer Relations, Health Plan, High Availability, Information Technology Consulting, Knowledge Modeling, LEX (LEXical analyzer), Leadership, Mentoring, Product Pricing, Quality Assurance, ServiceNow, Stability Analysis, Voice Response Systems
LOCATION
Raritan, NJ
POSTED
Today
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

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/

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