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Niche Amazon Connect specialization reduces applicants despite brand and metro location amplifiers.
Highly specialized telephony and Amazon Connect expertise limits cross-industry transferability.
Explicit 5+ years Amazon Connect and AWS integration requirements enforce strict shortlisting.
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Lead design, development, and maintenance of advanced Contact Center solutions and Telephony Platform for a global contact center with ~2000 concurrent agents across multiple locations.
Build and maintain custom applications, integrations, and automations ensuring compliance with security best practices and data privacy regulations.
Mentor and provide technical guidance to engineers on a virtual team worldwide, optimize system and application performance, and collaborate with multiple stakeholders to deliver integrated solutions.
Minimum 5 years hands-on experience with Amazon Connect Contact Center solution.
Experience with Telephony & Routing (building customized contact flows, agent workspace configuration, AI & Automation such as Lex and Q).
Expertise in API integration and troubleshooting including AWS Lambda and Amazon EventBridge.
Good communication and collaboration skills in English; leadership and mentoring capability.
Experienced in designing and architecting complex contact center telephony and routing solutions on Amazon Connect.
Strong background in software development and automation for contact center environments.
Able to lead and mentor dispersed engineering teams with attention to detail and ability to manage integrated technology stacks across multiple locations.