Amazon Connect Tech Lead

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Ensure customer success in building and launching AWS Connect solutions
Working in tandem with engineering team to identify & implement the most optimal cloud-based solutions
Act as a technical liaison between customers, partners, service engineering teams and support
Managing cloud environments in accordance with company security guidelines.
Managing software evaluations for cloud migrations for customer service channels
Employing exceptional problem-solving skills, with the ability to see and resolve issues before escalations.
Educating teams on the implementation of new cloud-based initiatives, providing associated training as required.
Setting up pilots and POC for solution evaluations and further migration to production
Providing digital experience, business automation solutions using AI/Client as well as contact center technologies

Basic Qualifications
10+ years of IT Experience in customer service technologies including contact center cloud-based products, solution design and implementation.
Experienced IVR technical lead with 4+ years of AWS connect / Genesys telephony solutions experience
AWS connect Tech Lead with minimum 2 enterprise implementation for multiple countries
Should have experience building both call and chat flows in AWS connect
Good hands on in designing Lex chatbot and integration with Salesforce Service Cloud and other third-party applications using REST APIs/ database
Experience includes people and team management, enterprise architecture and technical leadership.
Experience building integrations across WFM, CRM, Unified Communications, and contact center solutions
Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
3+ years of customer-facing experience, preferably in the enterprise space
Experience developing solutions and passion for getting hands dirty with code/scripting (e.g., Python, Java, .NET, Node.js)

Required Skills:
Amazon Connect, Contact Flow Design, Lambda, Call Center Routing, Step Functions, LEX, Polly, Transcribe, S3, Dynamo, Athena, Kinesis, Cloud Watch, Cloud Formation, Contact Lens, AWS Q, Lex Chatbot, Outbound Campaign, Pinpoint, Workforce management tool

Preferred Qualifications
4+ years hands-on experience building complex solutions, ideally SaaS in the cloud
An advanced degree in computer science, engineering
Strong awareness of networking and internet protocols, including TCP/IP, DNS, SMTP, HTTP and distributed networks.

Knowledge and/or experience in one or more of the following:
Building and designing web services in the cloud, along with implementing the set-up of geographically redundant services.
Deploying and debugging cloud initiatives as needed in accordance with best practices throughout the development lifecycle.

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Competencies