Senior Amazon Connect Application Architect
TELUS DigitalBase Salary
$153k - $180k/yr
Responsibilities
- Define end-to-end system designs for IVR, voice workflows, omnichannel routing, ticket lifecycles, and integrations, and own the Technical Design Document.
- Build and configure Amazon Connect contact flows, AWS components, custom agent experiences, and Contact Control Panel applications.
- Develop application logic and maintain infrastructure as code and CI/CD pipelines for repeatable automated deployments.
- Validate architectures against AWS best practices and client security, compliance, performance, scalability, and cost requirements.
- Architect integrations with CRM, WFM, ERP, and other external systems, and lead migrations from Salesforce Service Cloud, Five9, Genesys, or other legacy platforms.
- Advise account and solutioning teams through discovery, demonstrations, proofs of concept, and effort estimation.
- Provide technical oversight, mentorship, client consulting, design workshops, configuration reviews, and hands-on support to Application and Quality Engineers.
- Coordinate testing, validate test cases, monitor production performance, and tune applications for end-to-end experience quality.
- Communicate with delivery teams, Project Managers, and clients while identifying scope creep, technical blockers, security risks, and cost leakage.
Requirements
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- At least 5 years of experience in contact center solutions and at least 4 years in a technical leadership, application architect, or solution architect role for CCaaS or cloud deployments.
- Experience designing and personally building complex Amazon Connect and AWS omnichannel solutions using serverless development, infrastructure as code, and automated deployment pipelines.
- Hands-on experience with the Amazon Connect Streams API, custom Contact Control Panel applications, and Amazon Connect backend service APIs.
- Experience integrating Amazon Connect and AWS with CRM, WFM, ERP, and other external systems.
- Experience with contact center reporting and analytics, including Contact Lens conversational analytics and data consistency.
- Ability to lead technical discovery, deliver solution demonstrations, mentor junior staff, and translate business requirements into technical specifications and working software.
- AWS Professional certifications such as AWS Certified Solutions Architect, AWS Certified Developer, or AWS Certified Cloud Practitioner are optional.
- Strong programming skills in Python, Java, or Node.js are preferred.
- Experience with Terraform or AWS CloudFormation, CI/CD tooling, cloud security, compliance, and cost optimization is preferred.
- Experience with Amazon Connect Cases, Customer Profiles, Contact Lens, Amazon Bedrock agents, and legacy-platform migrations is preferred.
Benefits
- Hybrid work option in Charlottesville, VA; Durham, NC; Columbus, OH; or Boston, MA.
- Remote work option from anywhere within the U.S.
About TELUS Digital
At TELUS, our purpose-driven team works together every day to innovate and do good. From providing technology solutions that make our lives safer and easier, to supporting those who need it most, our inclusive, spirited and giving people are passionate about empowering our customers, communities and each other to thrive in our digital world. A company that helps you be your best self at home and at work: Find a place where you truly belong, your opinions are valued and you can be your best self. A career that ignites your full potential: Get the guidance and support you need to explore your interests, build your skills and get where you want to go. A culture that goes beyond the expected to strengthen communities and the planet: Seize the opportunity to make a difference in our communities and do good for our planet as part of our purpose-driven team. An innovative team committed to solving complex, real world problems: Join a digitally-enabled workforce that’s pushing the boundaries to create sustainable change. We're always building Canada, join us at www.telus.com/careers