Principal AWS Architect

Location: Glasgow, Scotland, United Kingdom (Hybrid with some travel )

Salary: Excellent rate DOE

Role Overview

Our client are looking for an experienced Principal AWS Contact Centre Architect to design and deliver cloud-based contact centre solutions at enterprise scale. This role is instrumental in shaping digital transformation initiatives, ensuring regulatory compliance, and implementing secure, resilient, and scalable systems that support omnichannel customer engagement.

The ideal candidate will have hands-on experience delivering AWS contact centre solutions, migrating from legacy platforms, and aligning architecture decisions with industry best practices and compliance requirements.

Key Responsibilities

Architecture & Design

• Develop robust architecture for contact centre environments spanning voice, chat, and task channels, ensuring high availability, disaster recovery, and multi-region redundancy.

   

• Apply AWS Well-Architected Framework principles, embedding enterprise standards for security, cost efficiency, and operational sustainability.

   

Implementation & Migration

• Lead full-scale migrations from legacy platforms (e.g., Avaya, Cisco, Genesys) to AWS Connect.

   

• Design and deploy IVR/contact flows, Amazon Lex conversational bots, analytics tools, and agent support solutions.

   

Integration & Ecosystem Development

• Architect seamless integrations with CRM and ITSM platforms (Salesforce, ServiceNow, Dynamics, Pega), WFM/QM tools, and identity management systems.

   

• Build API-driven architectures and real-time analytics pipelines leveraging AWS services such as Lambda, EventBridge, Kinesis, Glue, Athena, and CloudWatch.

   

Security & Compliance

• Implement IAM policies, KMS encryption, VPC networking, and PrivateLink to secure data and connectivity.

   

• Ensure adherence to GDPR, PCI-DSS, ISO 27001, and industry-specific standards.

   

• Develop data retention policies, privacy impact frameworks, and procedures for emergency call handling.

   

DevOps & Automation

• Establish CI/CD pipelines for Lambda, Lex bots, contact flows, and infrastructure using CloudFormation, Terraform, or CDK.

   

• Introduce automated testing, version control, and repeatable deployment practices.

   

Operational Leadership

• Monitor KPIs/SLAs including AHT, CSAT/NPS, and abandonment rates via dashboards.

   

• Drive capacity planning, incident management, and continuous service improvement initiatives.

   

Stakeholder & Governance Engagement

• Facilitate executive-level workshops, translating business needs into technical roadmaps.

   

• Prepare TCO/ROI analyses, investment cases, and maintain audit-ready documentation.

   

Required Experience & Skills

• 15+ years in architecture or engineering roles, including 10+ years in contact centre technologies.

   

• Minimum 5 years implementing AWS Connect solutions at enterprise scale with complex integrations.

   

• Proficient with AWS services: IAM, VPC, Lambda, API Gateway, EventBridge, Kinesis, CloudWatch, DynamoDB.

   

• Strong understanding of security and compliance frameworks (GDPR, PCI-DSS, ISO 27001).

   

• Hands-on experience with Infrastructure as Code (CloudFormation, Terraform, CDK) and serverless development (Node.js/Python).

   

Preferred Qualifications

• AWS Solutions Architect - Professional or equivalent certification.

   

• Experience with Amazon Connect features: Contact Lens, Wisdom/Q, Voice ID, and outbound campaigns.

   

• Familiarity with regulated sectors such as healthcare or public services.

   

• Understanding of SIP, telephony routing, and telecom regulations.

   

Performance Goals

• Deliver a secure, compliant, and resilient AWS contact centre architecture.

   

• Maintain high standard platform availability while improving CSAT/NPS metrics.

   

• Complete migrations from legacy systems within agreed timeframes and governance standards.

   

Travel & Location

Based in Glasgow, Scotland, this hybrid role involves some travel for workshops, cutovers, and vendor engagement.