Role Overview
As the Principal Architect, you will shape the technical direction of cloud-based contact center platforms centered on Amazon Connect. Your expertise will guide end-to-end solution design, from telephony integration and data architecture to AI/ML implementation, ensuring systems are scalable, resilient, and aligned with business objectives.
Key Responsibilities
- Define and implement architectural strategies across application, data, and technology domains for contact center ecosystems
- Evaluate protocol layers and data models to inform system design and integration decisions
- Produce clear, detailed architecture diagrams and documentation using tools like Draw.io, Miro, Figma, and PlantUML
- Design solutions across major cloud providers—AWS, Azure, and Google Cloud—leveraging native services and containerized environments
- Develop and integrate RESTful and GraphQL APIs, managing access and security through API gateways such as Kong
- Implement real-time data pipelines using Kafka for seamless system interoperability
- Build observability frameworks with Grafana, Kibana, and the ELK stack to monitor system health and performance
- Advance intelligent capabilities by designing and deploying generative AI and machine learning features within customer engagement platforms
Qualifications
Candidates should bring extensive experience in solution architecture with deep exposure to contact center technologies. A background in full stack development within cloud environments is highly valuable.
- Minimum of 12 years in solution architecture, with emphasis on telephony and contact center systems
- At least 6 years working in domains such as product development, routing, desktop/CTI, WFM/WFO, and SBC/telephony
- Four or more years of hands-on work with Amazon Connect and telephony integrations
- One year of practical experience applying AI and generative AI in contact center use cases
Preferred Background
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline
- Professional-level AWS certification, particularly AWS Certified Solutions Architect – Professional
- Experience collaborating with major technology vendors including Amazon, Google, Microsoft, and Oracle
- Familiarity with industry standards in contact center operations and cloud security
- Agile and DevOps experience, with a track record of delivering in iterative environments
Work Environment
This role supports remote work anywhere in the U.S. Professionals based in the Minneapolis or Washington, D.C. areas are expected to report to the office at least four days per week. The position combines flexibility with opportunities for in-person collaboration and strategic alignment.
Compensation & Benefits
The annual salary range for this position is $134,600 to $230,800 for full-time employment. Additional offerings include equity stock purchase options, incentive programs, and recognition awards. The organization contributes to 401k plans and provides comprehensive health and wellness benefits. Career growth is supported through structured development paths and performance feedback.
