IT Architect I

In this specialized engineering and architectural role, you will lead the end-to-end design, setup, configuration, and feature rollout of an enterprise Amazon Connect ecosystem. You will partner tightly with business lines, engineering teams, and cloud service owners to deliver seamless, high-performing omnichannel customer experiences. Your mandate is focused strictly on Amazon Connect capabilities, evaluating incoming feature requests, mapping complex data lakes, implementing serverless backend components, and deploying cutting-edge contact center AI features.

Period: July 27, 2026 – October 31, 2026 (Short-term strategic architecture engagement)

Work Location: Hybrid (Based out of the corporate office at 200 Bloor Street East, Toronto, ON)



Advantages
Tier-1 Financial Blueprint: Lead contact center modernization architecture for a major, household-name financial enterprise.

Bleeding-Edge AI Sandbox: Design and deploy next-generation contact center features, including Conversational IVR, AI-powered case summaries, and AI-agent contact evaluations.

Deep Multi-Cloud Integrations: Build complex, cross-cloud architectures linking Amazon Web Services (AWS) data lakes directly into Microsoft Azure long-term storage repositories.

High-Visibility Autonomy: Act as the domain Subject Matter Expert (SME), creating standard frameworks, baseline routing methods, and architectural patterns for the entire organization.



Responsibilities
Amazon Connect Architecture & Design
Complex Service Integrations: Design, model, and document seamless integrations connecting Amazon Connect with broader AWS data and infrastructure tools (AWS Glue, Athena, Lake Formation, Amazon Lex, and AWS Lambda).

Omnichannel Flow Engineering: Build out standard frameworks and contact flow configurations governing omni-channel pathways across Voice, Chat, Email, and SMS channels.

Advanced Routing Design: Architect sophisticated Interactive Voice Response (IVR) flows, skills-based routing rules, global queues, and contact center routing profiles to optimize agent efficiency.

Next-Gen AI Deployment: Research, prototype, and implement native cloud AI features, including conversational bots, automated agent performance evaluations, and automated summaries.

CRM Integration & Multi-Cloud Pipeline Management
Salesforce Integration: Embed Amazon Connect directly with Salesforce CRM for unified Agent Desktop environments, utilizing modern telephony modules like Service Cloud Voice and SCC-AC packages.

Data Lake Pipeline Extraction: Architect and support AWS Glue ETL data pipelines to safely extract data lake tables from AWS into Microsoft Azure for long-term retention and corporate auditing.

Testing & Governance
Validation & Support: Lead test automation workflows, conduct strict performance and load-testing validation routines, and translate high-level business logic into clear technical designs.



Qualifications
Experience: Proven experience operating within cloud contact center engineering or infrastructure architecture roles (leveraging a solid foundational background in enterprise computing).

Amazon Connect Mastery: Deep, practical hands-on experience in Amazon Connect configuration, administrative dashboards, and omni-channel contact mapping.

Salesforce CRM Interop: Demonstrated experience integrating cloud telephony networks natively with Salesforce CRM environments for enterprise service centers.

Serverless Development & Scripting: Strong serverless development capabilities utilizing AWS Lambda and API Gateway, with proven proficiency writing automation scripts in Python or Node.js.

Analytics & Visualization Stack: Understanding of contact center reporting tools and data visualization layouts within Amazon QuickSight.

Education: Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical equivalent field.

Nice-to-Have Skills & Assets
Active AWS Certifications (e.g., AWS Certified Solutions Architect or specialized AWS Networking/Data Analytics credentials).

Experience with cloud governance, architectural design reviews, and regulatory compliance standards in the financial or insurance industries.



Summary
If you are a tech-savvy Cloud Contact Center Architect who excels at writing Python-backed AWS Lambda functions, configuring Salesforce Service Cloud Voice, and deploying conversational AI modules within Amazon Connect, this Toronto-based mandate is a perfect match. Bring your data pipeline familiarity, omnichannel routing expertise, and systems design skills to a premier technology team today!



Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.