Senior Manager – AWS Connect Engineering

Blue Spire is seeking an experienced Lead / Senior Manager AWS Connect Engineering & API Solutions to spearhead large-scale AWS Connect migration and modernization programs for our BFSI enterprise clients. This role requires deep hands-on expertise in AWS Connect, cloud architecture, IVR migrations , and API engineering , along with strong leadership capabilities to drive multi-workstream delivery.

You will lead solution architecture, oversee engineering teams, collaborate with product & business leaders, and ensure successful end-to-end delivery of cloud-based contact center transformation initiatives.

Key Responsibilities

Leadership & Program Ownership

• Drive and oversee large-scale Cisco-to-AWS Connect migration initiatives across multiple business units.
• Lead cross-functional engineering teams (AWS, API, UI, QA, Infra, Security) to deliver complex cloud contact center solutions.
• Define, manage, and track program roadmaps, delivery milestones, risks, and KPIs .
• Serve as the primary technology leader and escalation point for AWS Connect solutioning, integrations, and performance.
• Collaborate with senior stakeholders, product owners, and AWS account teams to align technical outcomes with business objectives.

Architecture & Solution Design

• Architect and validate end-to-end solutions involving Amazon Connect, Lambda, Lex, S3, DynamoDB, API Gateway, and IAM .
• Provide thought leadership on IVR design, contact flows, call routing, queue management, and agent experience optimization .
• Own the design and optimization of IVR workflows, Lex bots, customer journeys, and omni-channel experiences.
• Review and guide technical solutions across integrations, APIs, UI, backend, and cloud infrastructure.

Engineering Delivery & Technical Oversight

• Oversee technical delivery of configuration, call flows, IVR logic, CTI integrations, and chatbot development.
• Provide hands-on support and mentorship in AWS Connect implementation, AWS Lambda, serverless architectures, and microservices-based APIs.
• Ensure adherence to security, compliance, cloud governance, and BFSI regulatory requirements .
• Lead performance tuning, monitoring, incident management, and environment optimization.

Stakeholder & Team Management

• Manage and mentor engineers across AWS Connect, backend APIs, cloud, and UI development.
• Act as the liaison among business teams, engineering leads, cloud architects, and vendor teams.
• Drive documentation standards, knowledge-sharing, and best practices across the organization.

Required Skills & Experience

Technical Expertise

• 12+ years of IT experience with at least 5+ years in AWS Connect and cloud contact center architectures .
• Proven leadership in Cisco-to-AWS migration programs , IVR modernization, and chatbot/voicebot transformation.
• Strong hands-on knowledge of:
• Amazon Connect (Contact flows, routing profiles, queues, telephony)
• AWS Lambda, Lex, S3, CloudWatch, DynamoDB, IAM, API Gateway
• Event-driven and serverless architectures
• Deep understanding of IVR systems, telephony, SIP, call flows , and BFSI customer service journeys.

Engineering & Architecture Skills

• Experience designing and integrating microservices / APIs (Java, Node.js preferred).
• Exposure to front-end frameworks (React/Angular) for custom agent desktop / UI integrations.
• Solid understanding of DevOps (CI/CD), CloudFormation/Terraform , monitoring, and security controls.

Leadership & Delivery Skills

• Experience leading large engineering teams and managing multi-stream delivery programs.
• Strong communication, stakeholder management, and ability to influence senior leadership.
• Proven experience in BFSI enterprise environments and secure cloud migration programs.

Nice to Have

• AWS Certification: AWS Solutions Architect / Developer / DevOps Engineer .
• Experience with containerization (Docker/Kubernetes).
• Exposure to analytics platforms, voice analytics, chatbot/NLP enhancements.