About the role
Contact Center Technical Lead Experience 8 years
Support Model 24x7 rotational
Role Overview
Handle service delivery and ensure performance across all Amazon Connect Implementation and support areas
Oversee overall implementation development support operations enhancements and system updates
Act as primary escalation point for incidents
Identify process gaps and implement improvements
Lead and mentor Junior engineers
Maintain relationships with internal and external stakeholders
Skills Required
Deep handson experience with Amazon Connect
Strong knowledge of AWS Lambda DynamoDB S3 Amazon Lex Bedrock API Gateway IAM
Indepth understanding of contact flows queues routing profile quick connect telephony config and call routing
Strong troubleshooting skills in WebRTC and voice issues
Strong handson programming experience in
o Nodejs preferred for Lambda functions and API integrations
o Python for Lambdas automation scripts and backend logic
Experience with CloudWatch Connect Metrics CICD pipelines
Implement endtoend CICD pipelines for
o Lambdas
o Contact Flows
o Amazon Lex
o Configuration JSON
Use tools such as CodePipeline CodeBuild GitHub Actions Jenkins Azure DevOps
Manage version control Git and environment promotion
Dev QA UAT Prod
Ensure automated builds packaging deployments and rollback mechanisms
Experience integrating with Salesforce Service Cloud Voice
Translate business requirements into scalable architecture
Produce TDDs sequence diagrams flowcharts API specs
Ensure solution adheres to AWS WellArchitected and security best practices
Define standards for coding deployment monitoring and documentation
Good documentation and process improvement capability
Strong leadership and communication skills