Technical Lead � AWS Integration Services, Amazon Connect & Contact Centre Solutions

Technical Lead – AWS Integration Services, Amazon Connect & Contact Centre Solutions
Remote
5+ Years
Budget: 1LPM+GST


AWS CONNECT, SF INTEGRATION



Role Overview
We are seeking an experienced Technical Lead – AWS Integration Services, Amazon Connect & Contact Centre Solutions to lead the design, development, integration, deployment, and operational support of cloud-native contact centre platforms.
The successful candidate will be responsible for delivering scalable customer engagement solutions using Amazon Connect and AWS Integration Services. This role will lead technical design and engineering activities, implement AI-powered conversational experiences, and support the complete delivery lifecycle— from solution architecture and development through to production deployment, hypercare, and transition into Business-as-Usual support.
This position requires strong technical expertise across Amazon Connect, AWS serverless technologies, Salesforce contact centre integration, DevOps practices, and Generative AI capabilities, including Amazon Q and Retrieval-Augmented Generation solutions.
The role is ideally suited to a hands-on technical leader with strong Amazon Connect and AWS architecture experience who can provide technical direction while actively contributing to engineering and delivery.

Key Responsibilities
Amazon Connect Engineering and Administration
Design, configure, administer, and support Amazon Connect environments.
Develop and maintain contact flows, queues, routing profiles, operating hours, and agent experiences.
Implement and support Contact Centre as a Service solutions.
Configure omnichannel customer engagement capabilities, including voice and messaging.
Implement routing strategies that support customer experience and operational objectives.
Troubleshoot and resolve Amazon Connect configuration, integration, and platform issues.
Optimise contact centre performance, customer experience, agent productivity, and operational efficiency.
Establish platform standards and operational support practices.

AWS Platform Engineering and Integration
Design and develop scalable, secure, and cloud-native solutions using AWS services.
Build serverless applications and integration components using AWS Lambda and Python.
Develop and maintain APIs, microservices, and integration services.
Implement event-driven architecture patterns using appropriate AWS services.
Integrate Amazon Connect with enterprise platforms and external systems.
Ensure cloud solutions meet scalability, reliability, security, performance, and observability requirements.
Apply AWS architecture and engineering best practices across the solution lifecycle. Salesforce and Contact Centre Integration
Design and implement integrations between Amazon Connect and Salesforce.
Configure and support Salesforce Service Cloud Voice capabilities.
Implement Computer Telephony Integration and telephony integration patterns.
Support customer service workflows and integrated agent desktop experiences.
Troubleshoot cross-platform issues involving AWS, Salesforce, Amazon Connect, and other contact centre systems.
Ensure reliable exchange of customer, interaction, routing, and operational data across platforms.

DevOps and Platform Delivery
Develop and maintain Infrastructure as Code using Terraform.
Design, implement, and support automated CI/CD pipelines.
Manage platform configuration and deployments across development, testing, staging, and production environments.
Support release planning, deployment coordination, and operational readiness activities.
Implement appropriate source control, branching, code review, and deployment practices.
Ensure platform security, compliance, resilience, and operational best practices.
Establish monitoring, logging, alerting, and incident-support processes.

AI and Conversational Customer Experiences
Implement Amazon Q capabilities within Amazon Connect.
Design and optimise prompts for Generative AI use cases.
Develop AI guardrails and responsible AI controls.
Design and implement Retrieval-Augmented Generation solutions.
Establish AI observability, performance monitoring, evaluation, and governance controls.
Design conversational AI experiences for voice and messaging channels.
Develop customer self-service and agent-assist capabilities.
Collaborate with business stakeholders to identify opportunities to improve customer experience and contact centre efficiency through AI.
Monitor and continuously improve AI response quality, accuracy, safety, and performance.

Technical Leadership and Engineering Delivery
Lead technical solution design and architecture activities.
Translate business and functional requirements into scalable technical solutions.
Produce solution architecture, detailed technical design, integration, deployment, and operational documentation.
Build, configure, test, and deploy solutions in accordance with agreed platform standards.
Conduct unit testing and support System Integration Testing and User Acceptance Testing.
Investigate and resolve defects, integration issues, and production incidents.
Support production deployments, hypercare, and post-release stabilisation.
Facilitate knowledge transfer and transition solutions into Business-as-Usual support teams.
Provide technical leadership, mentoring, and guidance to engineers.
Conduct technical reviews and ensure the quality of engineering deliverables.
Collaborate with architects, engineering teams, business stakeholders, vendors, and operational support teams.

Required Skills and Experience
Amazon Connect
Strong hands-on experience administering, configuring, and engineering Amazon Connect solutions.
Demonstrated experience developing contact flows and configuring routing logic.
Strong knowledge of queues, routing profiles, operating hours, agent configurations, and workforce routing concepts.
Experience implementing enterprise cloud contact centre or CCaaS solutions.
Experience supporting Amazon Connect environments in production.
Strong troubleshooting and root-cause analysis capabilities.
Understanding of voice, messaging, telephony, and customer interaction technologies.

AWS Cloud and Integration Services
Strong experience designing and developing solutions using AWS cloud services.
Hands-on AWS Lambda development experience using Python.
Experience with Amazon API Gateway and API-based integration services.
Strong understanding of serverless and cloud-native application development.
Experience designing event-driven architectures.
Knowledge of secure integration patterns, identity management, monitoring, logging, and cloud observability.
Understanding of AWS security, scalability, resilience, and high-availability principles.

Salesforce Integration
Experience integrating Amazon Connect with Salesforce.
Knowledge of Salesforce Service Cloud Voice.
Experience with CTI and telephony integration patterns.
Understanding of customer service workflows and agent desktop integrations.
Ability to troubleshoot integration issues across AWS, Salesforce, and contact centre platforms. DevOps and Infrastructure as Code
Strong hands-on experience with Terraform and Infrastructure as Code.
Experience working with Git-based source control and development workflows.
Experience designing, implementing, and supporting CI/CD pipelines.
Knowledge of environment configuration, release management, and deployment automation.
Experience supporting controlled deployments across multiple environments.
Understanding of secure software delivery and operational-readiness practices.

AI and Emerging Technologies
Experience implementing Generative AI solutions in enterprise environments.
Knowledge of Amazon Q and AI-assisted contact centre capabilities.
Experience with prompt engineering and conversational experience design.
Understanding of Retrieval-Augmented Generation architecture and implementation.
Experience implementing AI monitoring, observability, evaluation, and governance.
Understanding of responsible AI principles, guardrails, security, privacy, and data protection.
Ability to design AI-powered customer self-service and agent-assist experiences. Leadership and Delivery
Demonstrated experience leading technical design and engineering delivery.
Strong ability to communicate complex technical concepts to technical and non-technical stakeholders.
Experience producing high-quality architecture and technical design documentation.
Strong analytical, problem-solving, and decision-making skills.
Experience mentoring engineers and promoting engineering best practices.
Ability to work effectively across multidisciplinary and geographically distributed teams.
Experience supporting solutions through design, development, testing, deployment, hypercare, and BAU transition.

Preferred Qualifications and Experience
AWS Certified Solutions Architect certification.
AWS Certified Developer certification.
Relevant Amazon Connect certifications or accreditations.
Experience delivering solutions within large-scale enterprise environments.
Experience within telecommunications, customer service, or contact centre environments.
Experience with enterprise security, compliance, and governance requirements.
Experience delivering highly available, business-critical customer engagement platforms.

Ideal Candidate Profile
The ideal candidate is a hands-on technical leader who combines strong AWS and Amazon Connect engineering expertise with solution architecture, integration, DevOps, and Generative AI experience. They will be comfortable leading technical discussions, producing detailed designs, mentoring engineers, resolving complex technical issues, and contributing directly to implementation when required. They will also have a strong understanding of enterprise delivery practices and the operational requirements of production contact centre platforms.