Amazon Connect Lead

Role: Amazon Connect Lead
Location: Dallas, TX (Onsite Hybrid)
Duration: 12+ Months

Job Description:

Primary Technical Skill

• Contact Center Technical Lead Experience 8 years

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 leadership and communication skills

Good to have skills

• Strong handson programming experience in

• Nodejs preferred for Lambda functions and API integrations
• Python for Lambdas automation scripts and backend logic

• Experience with CloudWatch Connect Metrics CICD pipelines
• Implement endtoend CICD pipelines for
• Lambdas
• Contact Flows
• Amazon Lex
• Configuration JSON

• Ensure automated builds packaging deployments and rollback mechanisms
• Experience integrating with Salesforce Service Cloud Voice
• Good documentation and process improvement capability