Senior Amazon Connect Application Architect

Job description

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. LOCATION & FLEXIBILITY Our Amazon Connect Application Architects will be an integral part of our CX Platforms team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S. THE OPPORTUNITY As an Amazon Connect Application Architect, you'll sit at the intersection of solution architecture and application engineering — designing and hands-on building complex Amazon Connect solutions. You'll translate high-level business goals into well-architected, secure, and cost-effective designs on the Amazon Connect and AWS ecosystem, then roll up your sleeves to implement, validate, and optimize those solutions alongside the delivery team. This role specializes in Amazon Connect and its supporting AWS services, including Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, Amazon Kinesis, and DynamoDB. It combines the design authority of a solution architect with the deep, hands-on build expertise expected of an application architect, ensuring that what is designed on paper is delivered reliably in production. RESPONSIBILITIES - Collaborate with customers and Solution Architects to define end-to-end system design, creating blueprints for IVR and voice workflows, omni-channel routing, ticket lifecycles, and key integration points; design scalable, highly available, secure, and cost-effective architectures on Amazon Connect and AWS, applying Well-Architected Framework principles; finalize and own the Technical Design Document. - Build and configure Amazon Connect contact flows and supporting components, and develop custom application logic using AWS Lambda, Amazon Lex, Amazon Polly, S3, Kinesis, and DynamoDB; build custom agent experiences with the Amazon Connect Streams API and a custom Contact Control Panel (CCP), and extend the solution with Amazon Connect Cases, Customer Profiles, Contact Lens, and Amazon Bedrock agents where appropriate; write clean, maintainable code in Python, Java, or Node.js; develop and maintain infrastructure as code (Terraform preferred, AWS CloudFormation also supported) and CI/CD pipelines to support repeatable, automated deployments. - Validate and confirm the technical approach and architecture, ensuring alignment with AWS best practices and client security and compliance requirements; approve configuration changes and custom application deployments, and drive complex technical issues to resolution; select the appropriate AWS services for each use case, balancing performance, scalability, security, and cost. - Architect and implement seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP platforms; lead migration efforts from legacy contact center platforms (for example, Salesforce Service Cloud, Five9, or Genesys) to Amazon Connect, analyzing existing systems and developing pragmatic migration strategies. - Act as a technical advisor on Amazon Connect platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed. - Provide strategic technical oversight, mentorship, and hands-on support to Application and Quality Engineers; serve as the primary technical consultant to clients, leading discovery sessions, design workshops, solution demonstrations, and configuration reviews; bridge the gap between technical and non-technical stakeholders. - Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences; review and validate test cases, with a focus on end-to-end experience quality; monitor and tune application performance in production. - Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the client; proactively identify scope creep and potential technical blockers to prevent cost leakages, and ensure the final solution is secure, cost-optimized, and easily maintainable by the client's operations team. QUALIFICATIONS - Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience, with 5+ years in contact center solutions and at least 4 years in a technical leadership, application architect, or solution architect role for CCaaS or cloud deployments. - Proven ability to design and build complex, scalable, resilient, and cost-efficient omnichannel Customer Experience (CX) solutions on Amazon Connect and AWS, applying Well-Architected Framework principles. - Demonstrated experience personally building and deploying solutions on AWS, not just designing them, including serverless development, infrastructure as code, and automated deployment pipelines. - Hands-on experience building custom agent experiences with the Amazon Connect Streams API and custom Contact Control Panel (CCP), and working across the Amazon Connect backend service APIs for contact flows, contact handling, and reporting. - Deep experience architecting and implementing seamless integrations between Amazon Connect / AWS and external systems such as CRM, WFM, and ERP. - Proficiency in contact center reporting and analytics, including Contact Lens conversational analytics, and ensuring data consistency across the platform. - Ability to lead technical discovery, deliver solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications and working software. BONUS POINTS (OPTIONAL) - AWS Professional certification(s), for example AWS Certified Solutions Architect (Associate or Professional), AWS Certified Developer (Associate), or AWS Certified Cloud Practitioner. - Hands-on experience across Amazon Connect and AWS services, including Lambda, Lex, Polly, S3, Kinesis, and DynamoDB. - Experience building custom agent applications with the Amazon Connect Streams API (StreamsJS), including embedding or building a custom Contact Control Panel (CCP), handling agent and contact state events, and using Amazon Connect SDK. - Working knowledge of the Amazon Connect backend service APIs, for example flow management, contact handling, and real-time and historical metrics. - Experience with Amazon Connect Cases (the ConnectCases API) for tracking and managing multi-interaction customer issues. - Experience with Amazon Connect Customer Profiles (the CustomerProfiles API and AppFlow connectors) to unify customer data from CRM, ITSM, and ERP sources with contact history. - Experience with Amazon Connect Contact Lens for real-time and post-call conversational analytics, sentiment analysis, and automated contact categorization, including the real-time analysis APIs. - Experience developing generative AI assistants with Amazon Bedrock agents, including action groups, OpenAPI or function-based tool definitions, knowledge bases, and Lambda-based fulfillment (awareness of the current Amazon Bedrock AgentCore direction is a plus). - Strong programming skills in Python, Java, or Node.js. - Strong experience with infrastructure as code, with Terraform preferred (AWS CloudFormation also valued), and CI/CD tooling for automated, repeatable deployments. - Familiarity with cloud security frameworks, compliance standards, and cost optimization strategies. - Experience leading migration projects from legacy platforms such as Salesforce Service Cloud, Five9, or Genesys. - Hands-on experience with other CCaaS solutions is a strong asset. EQUAL OPPORTUNITY EMPLOYER At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy https://jobs.telusdigital.com/pages/applicant-privacy-notice.