Our New York Life culture has laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.
As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.
You are our future, and we commit to investing in you accordingly.
As part of Technology, you'll have the opportunity to contribute to groundbreaking initiatives that shape New York Life's digital landscape. Leverage cutting-edge technologies like Generative AI to increase productivity, streamline processes, and create seamless experiences for clients, agents, and employees. Your expertise fuels innovation, agility, and growth — driving the company's success.
Role Summary:
We are looking for an Amazon Connect Architect to lead the design, architecture, and implementation of cloud-based contact center solutions using Amazon Connect. In this role, you will define technical strategies, oversee solution development, and collaborate with cross-functional teams to ensure seamless integration with enterprise systems. You will be responsible for optimizing performance, ensuring scalability, and driving innovation in customer engagement solutions.
What you’ll do:
Architect and implement Amazon Connect-based contact center solutions, ensuring scalability, security, and reliability. Define best practices for call routing, IVR design, real-time analytics, and AI-driven customer interactions. Lead the integration of Amazon Connect with CRM platforms (Salesforce, ServiceNow), databases, and third-party APIs. Oversee the development of Lambda functions, Amazon Lex chatbots, and event-driven architectures to enhance customer experiences. Collaborate with business and technology teams to align Amazon Connect solutions with organizational goals. Ensure compliance with security, privacy, and regulatory standards (GDPR, HIPAA, PCI DSS). Provide architectural guidance on AWS services as related to Connect (Lambda, DynamoDB, API Gateway, S3, CloudFormation, Kinesis, IAM, etc.). Optimize system performance, scalability, and cost efficiency through cloud best practices. Lead and mentor engineers, fostering a culture of technical excellence and continuous learning. Design and implement infrastructure as code (IaC) using Terraform to automate the provisioning and management of AWS resources. Automate infrastructure deployments using CI/CD pipelines (GitHub Actions, Harness.io, etc.) with Terraform. Troubleshoot and debug Terraform configuration issues, including dependency management, variable handling, and module usage. Optimize Terraform configurations for performance, security, and cost efficiency in AWS environments.What you’ll bring:
8+ years of experience in cloud-based contact center architecture and at least 3+ years working specifically with Amazon Connect. Deep expertise in AWS architecture, including serverless computing, event-driven architectures, and microservices. Proficiency in IVR design, call routing, telephony protocols (SIP, WebRTC, PSTN), and AI/ML-powered customer interactions. Strong experience with programming and automation (Python, Node.js, Java, or similar languages). Extensive experience integrating Amazon Connect with enterprise applications (CRM, ERP, databases, analytics tools). Strong knowledge of security best practices and compliance requirements for cloud-based contact centers. Experience with CI/CD pipelines, Infrastructure as Code (CloudFormation, Terraform), and DevOps practices. Ability to assess business needs and translate them into scalable, high-performance technical solutions. Expertise in Terraform (HCL) and deep understanding of Terraform workflows, modules, and providers. Strong understanding of Terraform state management, including handling drift, versioning, and remote backends. Experience with Terraform Cloud/Enterprise, OpenTofu, or alternative Terraform distributions. Proficiency in AWS services and best practices for managing them through Terraform. Familiarity with Terraform security scanning tools (e.g., tfsec, Wiz, etc). Experience with networking concepts (VPC, subnets, security groups, route tables, VPNs, Transit Gateway). Knowledge of IAM policies and role-based access control (RBAC) for managing Terraform permissions.