Contact Center Architect
Trident Consulting
Raritan, NY
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JOB DETAILS
SALARY
SKILLS
AWS Lambda, Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Artificial Intelligence (AI), Call Center Integration, Call Centers, Cloud Computing, Computer Telephony Integration (CTI), Consulting, Cost Control, Customer Relations, Data Analysis, Fortune 500 Customers, High Availability, Internet Security, Knowledge Modeling, Leadership, Mentoring, Operational Support, Product Pricing, Quality Assurance, ServiceNow, Stability Analysis, Technical Recruiting, Voice Response Systems
LOCATION
Raritan, NY
POSTED
1 day ago
Job Title: Contact Center Architect (AWS Connect)
Location: Raritan, NJ or Remote
Length of Assignment: 1 year w/ extension
Type: Contract (W2)
Rate:$70/hr
Job Title : Contact Center Architect (AWS Connect)
Top Skills Required :
- AWS Connect
- AWS Connect Q
- Contact Center technologies
Role Summary
We are seeking a Senior Amazon Connect Architect to own the architecture, stability, and evolution of a global, multi region Amazon Connect contact center platform supporting enterprise operations across NA, EMEA, and APAC. This is a hands on architect role, not L2/L3 support.
The role will act as the primary SME for Amazon Connect, AWS serverless integrations, contact center AI, and complex enterprise integrations.
Mandatory Skills & Experience
• 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)
Key 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:
o ServiceNow CTI (CTA)
o AWS Lambda, DynamoDB, Kinesis, S3, Redshift
o Lex, Polly, Contact Lens
o 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
About Trident
Trident Consulting is a premier IT staffing firm providing high-impact workforce solutions to Fortune 500 and mid-market clients. Since 2005, we've specialized in sourcing elite technology and engineering talent for contract, direct hire, and managed services roles. Our expertise spans cloud, AI/ML, cybersecurity, and data analytics, supported by a 3M+ candidate database and a 78% fill ratio. With a highly engaged leadership team and a reputation for delivering hard-to-fill, niche talent, we help organizations build agile, high-performing teams that drive innovation and business success.
Some of our recent awards include:
Trailblazer Women Award 2025 by Consulate General of India in San Francisco Ranked as the #1 Women Owned Business Enterprise in the large category by ITServe. Received the TechServe Excellence award. Consistently ranked in the Inc. 5000 list of fastest-growing private companies in America Recognized in the SF Business Times as one of the Largest Bay Area BIPOC/Minority-Owned Businesses in 2022.
| Sathees Kumar | |||||
| Lead Recruiter | |||||
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About the Company
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