Practice Architect II, AWS Connect

TEKsystems•Austin, TX

2d•$156,000 - $234,000•Remote

About The Position

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires: The Sr Amazon Connect Practice Architect is a leadership role responsible for strategic client engagement, AWS alliance alignment, and offering development for the Amazon Connect strategic team. This role guides and shapes end-to-end contact center modernization programs (typically $2-5M+) by defining the target architecture, delivery approach, and value narrative, while remaining hands-on enough to unblock teams and deliver critical technical outcomes. The Practice Architect partners across Sales, Solutioning, Delivery, and Engineering to ensure offerings and client strategies are technically sound, repeatable, and scalable across industries. Engagements are primarily North America focused and include executive-level advisory, solutioning, and architecture leadership across customer programs. The Practice Architect may be customer-facing on-site as needed and is expected to lead cross-functional teams through strategy, design, build, and operational readiness. This role may require up to 10% travel. The ideal candidate brings deep expertise in AWS and Amazon Connect (contact flows, routing, integrations, and agent experience), along with modern cloud-native delivery (microservices, serverless, CI/CD, and DevOps). They will work with the AWS alliance and internal stakeholders to set goals for offering development, create demonstrable reference architectures, and collaborate with cross-functional agentic architecture teams to enable Agent Assist and contact-flow automation using tools such as Amazon Q in Connect and Amazon Bedrock AgentCore/MCP.

Requirements

The ideal candidate brings deep expertise in AWS and Amazon Connect (contact flows, routing, integrations, and agent experience), along with modern cloud-native delivery (microservices, serverless, CI/CD, and DevOps).

Responsibilities

Strategic Engagement Leadership: Lead strategic client engagements by shaping contact center modernization strategy, architecture, and roadmap. Define success metrics, operating model, and governance that enable delivery teams to execute consistently across customers.
Solution Architecture & Hands-On Execution: Own the technical architecture for complex Amazon Connect programs and guide implementation teams. Jump in as needed to deliver critical components (e.g., contact flows/modules, integration patterns, security/IAM, IaC pipelines) and ensure solutions meet functional, non-functional, and compliance requirements. Drive a shared architectural vision and enforce standards across teams.
Alliance, Offering Development & Enablement: Partner with the AWS alliance, Sales, and Solutioning to define offering strategy, roadmaps, and GTM goals. Produce repeatable architectures, accelerators, and presales assets (demos, reference implementations, and field guides) that enable consistent sales motions and delivery outcomes.
Agentic Architecture & Integrations: Collaborate with agentic architecture teams to design and implement tool-based automation that supports contact flows and Agent Assist (e.g., MCP tools, Bedrock AgentCore gateways/runtimes). Guide integrations to external enterprise systems such as CRMs (e.g., Salesforce/Dynamics), collaboration platforms (e.g., Teams/Slack), and ERPs (e.g., SAP/Oracle) using secure, scalable API and event-driven patterns.
Pre-Sales Support: Support Solution Architects and Solution Executives with technical opinions, methodology recommendations, work estimates, and solution support.
Practice Support: Provide input, expertise, and hands-on contribution to the design and continuous improvement of Amazon Connect and agentic AI offerings, accelerators, and enablement artifacts. Research competing offerings and AWS roadmap direction to keep the practice current and differentiated. Create and maintain practice assets that document reference architectures, integration patterns, security standards, and repeatable delivery playbooks.
Human Resources: Assist with interviewing, hiring, and on-boarding of project team members.
Partner with Delivery, Sales, and the AWS alliance to ensure new opportunities are scoped correctly, risks are assessed early, and the engagement approach aligns to the portfolio operating model.
Facilitate internal alignment and assemble cross-functional solution teams (Connect, integrations, security, data/AI) for strategic engagements and pursuits.
Provide architecture leadership and solution consulting through discovery, solutioning, and transition, ensuring the implementation plan is actionable and repeatable.
Participate in executive briefings, project kickoffs, architectural reviews, and steering/status forums to guide decisions and maintain stakeholder alignment.
Ensure the prescribed methodology, architecture standards, and security/compliance controls are followed from opportunity assessment through go-live and operational handoff.
Develop collaborative relationships with Delivery and Engineering teams to remove blockers, accelerate execution, and ensure high-quality outcomes.
Help define program performance metrics aligned to KPIs/OKRs and internal offering success measures (adoption, reuse, time-to-value, ROI).
Identify opportunities for service improvement through standardization, automation, agentic enablement, and operational optimization.
Work with Solution Architects and Solution Executives, when needed, to develop scope, prepare solutioning guidelines for Amazon Connect offering development.
Work with front-office, legal, and risk and security on GRC for the offerings developed.
As needed, understand client business and technical requirements and communicate internally with Solution Architects and Solution Executives to ensure solution matches client needs
As needed, support Solution Architects and Solution Executives in process to calculate risk premium, prepare and review estimates, and prepare project pricing guidelines.
Collect and provide input into the design, development and improvement of service offerings and internal DevOps and Cloud accelerator programs
Implement service offering changes in process and procedures
Maintain and organize Enterprise Modernization portfolio intellectual property
Work with Managers and Director to improve and implement changes to project delivery processes, methodology, and back office procedures
Stay informed with regards to developments in the application management industry and maintain current knowledge of the generally accepted best practices in service transition and management