Amazon Connect Lead

Hi,

Hope you are doing well.

Position: Amazon Connect Lead

Location: Atlanta, GA (Onsite)

Job Description:

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 Hands-on 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 end-to-end 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