About the role
- Act as the AWS subject matter expert, providing leadership and guidance to internal teams
- Coach, mentor, and develop junior AWS team members while setting clear goals and expectations
- Conduct regular performance reviews, 1-on-1 meetings, and personal development planning
- Manage project resource staffing, utilization, and capacity planning while actively contributing to talent acquisition
- Drive hiring strategies to support organizational growth
- Build and lead high-performing teams, fostering a collaborative and motivated work culture
- Establish and oversee OKRs, ensuring alignment with business objectives
- Collaborate with business leaders to prioritize initiatives and drive impactful outcomes
- Represent the company and team in talent acquisition efforts, analyzing cultural fit and promoting an engaging and inclusive workplace
- Balance people management responsibilities with individual contributions as an AWS Solution/Technical Architect
- Demonstrate deep expertise in AWS infrastructure, security, and compliance, ensuring alignment with best practices and regulatory requirements
- Architect, implement, and optimize AWS solutions, focusing on scalability, cost-efficiency, and resilience
- Oversee cloud governance, automation, and DevOps best practices to enhance operational efficiency
- Lead complex AWS projects, integrating services like Amazon Connect, Amazon Lex, AWS SageMaker, Amazon Q, and Amazon Bedrock
- Drive innovation in Cloud Contact Center as a Service (CCaaS) by leveraging AWS and third-party platforms (Genesys, Twilio, Avaya, NICE CX, TalkDesk, Five9, RingCentral)
- Ensure seamless integration between Amazon Connect and Salesforce Service Cloud (SCV BYOA, SCV Bundle)
- Identify and address technical challenges, proactively resolving roadblocks for teams
- Advocate for AWS best practices and provide technical leadership in solution design
- Minimum 3 years of experience leading and managing technical teams
- For Sr Manager roles, experience managing Manager(s) is an added advantage
- AWS Solution Architect Associate Certification
- Strong expertise in AWS cloud architecture, security, compliance, and automation
- Proven track record of leading technical teams while driving innovation and efficiency
- Experience in the Contact Center domain, particularly with Amazon Connect
- Knowledge of AI/ML-driven solutions and AWS services such as SageMaker, Bedrock, and Amazon Q
- Experience integrating Amazon Connect with Salesforce Service Cloud models (SCV BYOA, SCV Bundle) is a plus
- Background in Cloud Contact Center solutions such as Genesys, Twilio, Avaya, NICE CX, TalkDesk, Five9, or RingCentral is preferred
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.