Experienced (Amazon Connect) Tech Lead focused on Contact Center services.
The preferred candidate will combine technical expertise with hands-on implementation to design, implement, optimize and support contact center solutions.
Key Responsibilities
- Lead technical implementation of AWS Connect contact center solutions, including IVR flows, contact flows, and integration with AWS services
- Design and develop custom solutions using AWS Lambda, Amazon Lex, and other AWS services
- Configure and maintain contact center routing strategies, queue management, and reporting
- Integrate AWS Connect with external systems including CRM platforms and third-party APIs
- Implement security controls and ensure compliance with data protection requirements
- Provide technical guidance and mentorship to junior team members
- Create technical documentation and standard operating procedures
Required Qualifications
- 4-7 years of experience implementing contact center solutions
- Strong hands-on experience with AWS Connect and related AWS services
- Proven track record of successful contact center implementations
- Experience with contact flow design and IVR development
- Proficiency in at least one programming language (Python, Node.js, or Java)
- AWS Certification (Solutions Architect Associate or higher)
- Experience with RESTful APIs and web services integration
- Strong understanding of telephony concepts and contact center metrics
Skills & Competencies
- Strong problem-solving and analytical capabilities
- Excellent communication and documentation skills
- Ability to work effectively with cross-functional teams
- Customer-focused mindset with attention to detail
- Experience managing multiple priorities in a fast-paced environment