We are seeking a Lead Architect / Engineer to drive the technical transformation of our enterprise contact center to an AI-enabled Amazon Connect platform. This is a strategic, hands-on engineering leadership role responsible for architecture, engineering standards, production solutions, and building sustainable internal expertise.
Reporting to the VP, Infrastructure Products, this role will provide technical direction and mentorship across development teams while leading the phased migration from Cisco UCCE/CVP to Amazon Connect.
Why This Role Matters
You’ll help establish a secure, resilient, AI-first contact center platform while developing reusable engineering standards and internal expertise that support the organization well beyond the initial transformation.
What will be my duties and responsibilities in this job?
- Own the technical architecture and engineering direction for Amazon Connect.
- Design scalable solutions across voice, chat, messaging, routing, recording, analytics, agent experiences, and integrations.
- Lead technical migration and coexistence strategies between Cisco UCCE/CVP and Amazon Connect.
- Build AI-enabled self-service and agent-assist capabilities using Amazon Lex, Amazon Bedrock, AWS Lambda, RAG, and generative/agentic AI patterns.
- Design serverless integrations using AWS services, APIs, event-driven architectures, and enterprise systems.
- Establish CI/CD, infrastructure-as-code, security, observability, resiliency, and production-readiness standards.
- Provide hands-on technical leadership through architecture reviews, prototypes, reusable patterns, pairing, and mentorship.
- Partner with AWS, vendors, Security, Architecture, Data, Operations, and product teams to deliver secure and supportable solutions.
What You’ll Bring
- Bachelor’s degree or equivalent practical experience.
- 10+ years in software engineering, solution architecture, cloud engineering, or contact center technology.
- 5+ years of hands-on experience architecting, implementing, and operating enterprise Amazon Connect solutions.
- Deep knowledge of Connect flows, routing, queues, telephony, security, agent workspace, APIs, recording, and analytics.
- Strong experience with AWS Lambda, Amazon Lex, APIs, Python, TypeScript or Java, and serverless/event-driven architecture.
- Experience with generative AI, RAG, agentic AI, guardrails, evaluation, and responsible AI controls.
- Strong AWS security, IAM, observability, infrastructure-as-code, and CI/CD experience.
- Proven ability to lead technical delivery and influence teams in a matrixed enterprise environment.
What other skills/experience would be helpful to have?
- Cisco UCCE/CVP-to-Amazon Connect migration experience.
- SIP, PSTN, SBC, carrier integration, WebRTC, and enterprise voice experience.
- Amazon Bedrock, Contact Lens, Customer Profiles, Cases, outbound, workforce/quality, and custom agent workspace experience.
- Advanced AWS certifications.
- Experience delivering secure contact center and AI solutions in regulated environments.
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Pay Range:
$103,800.00 - $173,300.00Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.
If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.
Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.
For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.
What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.
Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
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Skills Required
- Bachelor's degree or equivalent practical experience
- 10+ years of experience in software engineering, solution architecture, cloud engineering, or contact center technology
- 5+ years of hands-on experience architecting, implementing, and operating enterprise Amazon Connect solutions
- Deep knowledge of Amazon Connect flows, routing, queues, telephony, security, agent workspace, APIs, recording, and analytics
- Strong experience with AWS Lambda, Amazon Lex, APIs, Python, TypeScript or Java, and serverless/event-driven architecture
- Experience with generative AI, RAG, agentic AI, guardrails, evaluation, and responsible AI controls
- Strong AWS security, IAM, observability, infrastructure-as-code, and CI/CD experience
- Proven ability to lead technical delivery and influence teams in a matrixed enterprise environment
- Cisco UCCE/CVP-to-Amazon Connect migration experience
- SIP, PSTN, SBC, carrier integration, WebRTC, and enterprise voice experience
- Experience with Amazon Bedrock, Contact Lens, Customer Profiles, Cases, outbound, workforce/quality, and custom agent workspace
- Advanced AWS certifications
- Experience delivering secure contact center and AI solutions in regulated environments
Assurant Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Assurant and has not been reviewed or approved by Assurant.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple medical plan options, dental and vision, and added supports like mental health and wellness programs. Eligibility extending to part-time employees working 20+ hours/week and day-one access to medical coverage strengthens perceived protection.
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Retirement Support — Retirement benefits are positioned as a standout, featuring a 401(k) with a dollar-for-dollar match up to 6% of base salary. Additional financial programs such as an employee stock purchase plan with a discount add to the overall long-term value.
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Parental & Family Support — Family-focused benefits are broad, including paid parental leave, adoption/surrogacy assistance, fertility support, and backup care offerings. These provisions indicate material support for different family-building paths and caregiving needs.
Assurant Insights
What We Do
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. We protect and secure: 62 million mobile devices 54 million motor vehicles 102 million household valuables, appliances, and electronics 31 million mortgages 55 million travelers and credit card holders And that's just the beginning.
