Description:
We are seeking a highly skilled Technical Lead with expertise in AWS, specifically Amazon Connect, to help with our customer's cloud transformation. As the Technical Lead, you will play a pivotal role in driving the end-to-end management and successful implementation of our customer's migration to Amazon Connect.
Your strong technical background, AWS knowledge, and experience in contact centre transformations will be essential in ensuring a seamless transition for our customer.
Required Skills:
- Bachelor's degree in Computer Science, Engineering, or a related technical field
- Proven experience as a Technical Lead or similar role, specifically with AWS and implementation of Amazon Connect in contact centre environments
- Strong knowledge and hands-on experience with AWS services, including but not limited to Amazon Connect, Lambda, EC2, S3, RDS, DynamoDB, CloudFormation, IAM, CloudWatch, and CloudTrail
- Experience in implementing and managing contact centre solutions, including telephony systems, IVR, ACD, CRM integration, call recording, and reporting/analytics
- Familiarity with networking principles, security protocols, and data privacy regulations related to contact centre operations
- Excellent problem-solving and troubleshooting skills, with the ability to troubleshoot complex technical issues across various components of the solution stack
- Strong leadership and communication skills to effectively collaborate with technical and non-technical stakeholders
- Ability to manage multiple priorities, meet deadlines, and adapt to changing project requirements in a dynamic environment
- AWS certifications, such as AWS Certified Solutions Architect – Associate, AWS Certified Developer – Associate, or AWS Certified SysOps Administrator, would be highly advantageous but not mandatory
Key responsibilities & duties include:
- Serve as the primary technical point of contact on the project and subject matter expert for AWS
- Lead the technical planning, design, and implementation of the Amazon Connect project, ensuring adherence to industry best practices and customer requirements
- Collaborate closely with stakeholders, including business leaders, IT teams, and project managers, to understand technical requirements and translate them into actionable plans
- Create and execute a comprehensive technical roadmap, outlining milestones, deliverables, and timelines to ensure successful project delivery
- Provide technical guidance to a cross-functional team throughout the implementation process
- Conduct in-depth analysis of existing contact centre infrastructure, systems, and workflows to identify opportunities for optimization and integration with the Amazon Connect solution
- Develop and maintain technical documentation, including architecture blueprints, troubleshooting guides, and standard operating procedures for the Amazon Connect deployment
- Collaborate with external vendors and partners, when necessary, to ensure seamless integration of third-party systems with Amazon Connect
- Stay updated with the latest AWS services, features, and architectural principles, leveraging them to enhance the Amazon Connect solution and overall customer experience
- Provide technical expertise, guidance, and support to address any challenges or issues that may arise during the implementation process
- Monitor and ensure the overall performance, stability, and security of the Amazon Connect solution, proactively identifying and resolving any technical issues that may impact operations