Associate Principal - Interactive

Role Summary

Own the endtoend solution architecture for a secure scalable multiregion Amazon Connect transformation Translate customer service strategy into targetstate architecture spanning channels AI selfservice agent experience customer profiles case management integrations analytics security data residency and DevOps

• Key Responsibilities
• Define currentstate transition and targetstate architecture across voice chat and future digital channels
• Design Amazon Connect instances telephony contact flows queues routing profiles CCP Customer Profiles Cases Contact Lens and analytics data lake capabilities
• Architect Amazon Q in Connect and Amazon Bedrockbased AI agent patterns including prompts knowledge retrieval tool registry guardrails escalation and human handoff
• Define multiregion hub architecture geoaffinity market isolation language localization resiliency capacity and disasterrecovery principles
• Design Lambda and API integration patterns for order lookup OMS writes membership identity and Salesforce transition including VPC and nonVPC deployment choices
• Own security architecture covering Azure AD SAML federation IAM least privilege KMS encryption Secrets Manager CloudTrail PIIPCI redaction and auditability
• Establish IaC CICD environment isolation and controlled production rollout patterns with architecture review gates
• Lead nonfunctional design for availability latency observability scalability supportability cost and compliance
• Produce solution architecture documents dataflow diagrams interface contracts architecture decisions and implementation guardrails
• Guide Technical Leads Developers and QA review designs and remove crosssystem technical risks
• MustHave Skills and Experience
• Deep handson knowledge of Amazon Connect architecture contact flows routing CCP Customer Profiles Cases and Contact Lens
• Experience designing conversational AI solutions using Amazon Q in Connect Amazon Bedrock Lex V2 knowledge bases and guardrails
• Strong AWS integration and security architecture across Lambda API patterns VPC networking IAM KMS S3 CloudWatch and Secrets Manager
• Experience with multiregion enterprise platforms data residency privacy SSO and regulated customer data
• Ability to communicate architecture decisions to business security cloud platform and engineering stakeholders
• Preferred NicetoHave
• AWS Certified Solutions Architect Professional or equivalent expertise
• Experience migrating Salesforce Service CloudCognigy or comparable platforms to Amazon Connect
• Retailecommerce customer service knowledge including WISMO returns exchanges and cancellations
• Experience with analytics platforms such as Athena QuickSight Power BI or Tableau
• Expected Deliverables
• Approved targetstate architecture and transition roadmap
• Architecture decision records NFRs security model and integration patterns
• Reusable reference patterns for AI tools flows environments and regional hubs
• Technical governance with risks dependencies and design compliance tracked to closure
• Indicative Success Measures
• Architecture decisions completed within sprintrelease timelines
• No critical security or compliance gaps at production readiness review
• Reduction in duplicated channelspecific components and rework
• Target availability responsetime and releasequality objectives achieved
• Key Working Relationships
• Business and market customerservice stakeholders operations and BPO teams
• Product Owner Solution Architect Technical Lead Developers QA and DevOpsSRE

AWS cloud platform security privacy identity dataanalytics and enterprise integration teams