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Tier‑1 brand, mid‑level (5+ yrs), and metro location increase candidate competition significantly.
Specialized contact-center and telephony experience moderately limits cross-industry transferability.
Explicit 5+ years, contact-center tech, AWS and coding experience make hiring filters strict.
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Lead and maintain the contact center technology ecosystem, including IVR, phone & messaging platforms, and reporting systems.
Monitor system uptime, conduct testing, manage user accounts, and continuously improve platform stability, performance, and cost efficiency.
Collaborate with internal teams and external vendors to analyze metrics, manage incidents, and optimize customer and agent experiences globally.
5+ years of experience in Contact Center Technology or related field.
Direct experience with Amazon Connect, AWS services (DynamoDb, Lambda, S3, Cloudwatch/logs), Queues, Routing Profiles, and API integrations.
Experience with contact center platforms, CRM integrations (Salesforce, Zendesk, or internal), and programming in SQL, NodeJs, or Python.
Work Experience Required: 5+ years in relevant domain; Notice Period: Not explicitly mentioned in the JD.
Experienced in managing and optimizing large-scale contact center technologies with emphasis on cloud and AWS-based platforms.
Capable of strategic vendor management and cross-functional collaboration in a fast-paced, global environment.
Skilled in incident management, analytics-driven decision making, and advancing automation and AI-powered contact center solutions.