| Location | New York |
Role Summary:
We are seeking a highly skilled Technical Lead to drive the design, development, and optimization of AWS-based contact center and backend solutions. This role will focus on Amazon Connect and related AWS services, serving as a hands-on leader responsible for architecture, integrations, and technical excellence across customer engagement platforms.
Key Responsibilities:
Architecture & Design
• Define and own the technical roadmap for Amazon Connect and related systems.
• Architect scalable, secure, and resilient cloud-based contact center solutions.
• Lead modernization and migration from legacy telephony platforms to Amazon Connect.
• Oversee and guide a scrum team of developers through project delivery.
Development & Integration
• Design and build IVR/contact flows, Lex bots, routing logic, and voice/chat automation.
• Integrate Amazon Connect with Salesforce, ServiceNow, and other enterprise systems.
• Develop event-driven applications using AWS Lambda, API Gateway, DynamoDB, EventBridge, and Kinesis.
• Implement AI-powered automation using Amazon Bedrock, OpenAI, or LangChain.
• Train and mentor engineers transitioning into Amazon Connect development.
Operations & Support
• Oversee production stability, incident response, and performance tuning.
• Conduct root-cause analysis and maintain observability via dashboards and SLIs/SLOs.
• Ensure system reliability and compliance with security and IAM standards.
Leadership & Collaboration
• Lead and mentor cross-functional teams across development, data, and infrastructure.
• Partner with network/security teams to uphold QoS and compliance requirements.
• Provide tools and dashboards for business and operations reporting.
Required Skills & Qualifications:
• 10+ years of experience in telephony, contact center, or AWS backend development.
• 3+ years hands-on experience with Amazon Connect (preferred).
• Strong AWS expertise: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM.
• Experience integrating Salesforce Service Cloud Voice or similar CRM systems.
• Familiarity with SIP, RTP, PSTN, QoS, and packet loss mitigation.
• Strong understanding of REST/GraphQL APIs, JWT, OAuth, and SAML.
• Proficiency with Terraform, CloudFormation, Git, and CI/CD tools.
• Excellent communication, leadership, and stakeholder management skills.
Preferred Certifications:
• AWS Certified Solutions Architect or Developer
• Salesforce Service Cloud or Omni-Channel Certification