Amazon Connect Technical Lead, Contact Center

Tech Stack

Responsibilities

• Collaborate with Solution Architects to define the end-to-end system design and create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points.
• Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements, and approve configuration changes and custom application deployments.
• Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers, serving as the primary technical consultant to clients.
• Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences, reviewing and validating test cases.
• Ensure clear and continuous communication within the technical delivery team, with the Project Manager, and the Client, proactively identifying scope creep and technical blockers.

Benefits

• Health Insurance

Culture

Requirements