Technical Lead – Amazon Connect & AWS DevOps
Location: Toronto, ON (3 days per week onsite)
Job Summary
We are seeking a Technical Lead with expertise in Contact Center/Amazon Connect and AWS DevOps capabilities.
The primary preference is for candidates with a combination of Amazon Connect technical expertise and AWS DevOps experience. However, strong individual profiles specializing in either Contact Center/Amazon Connect or AWS DevOps will also be considered.
Key Responsibilities
1. Contact Center
- Lead the design, development, implementation, and support of enterprise Contact Center solutions.
- Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.
- Provide technical leadership for voice, chat, email, messaging, and task-based customer interactions.
- Design integrations between contact center platforms and CRM, APIs, authentication systems, databases, payment platforms, and other enterprise applications.
- Improve customer experience, self-service containment, agent productivity, and operational efficiency.
- Troubleshoot complex issues related to IVR, routing, telephony, integrations, agent experience, call failures, disconnects, and customer journeys.
- Lead technical design reviews and ensure solutions meet security, scalability, resiliency, availability, and performance requirements.
- Establish reusable development standards, technical governance, and engineering best practices.
- Coordinate with architecture, development, QA, operations, security, network, telecom, and business teams.
- Own production issues, root cause analysis, problem management, and preventive improvements.
2. Amazon Connect
- Lead the design, development, configuration, and support of Amazon Connect contact center solutions.
- Design and review Contact Flows, Queues, Routing Profiles, Hours of Operation, Quick Connects, Security Profiles, Prompts, and agent configurations.
- Provide technical guidance for integrations with AWS Lambda, Amazon Lex, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SNS/SQS, API Gateway, and Step Functions.
- Lead solution design and technical reviews for new contact center features and enhancements.
- Troubleshoot complex IVR, routing, integration, call-flow, and production issues.
- Drive engineering standards, reusable components, code reviews, and technical governance.
- Coordinate with developers, QA, architects, security teams, and business stakeholders for successful releases.
3. AWS DevOps
- Own and manage CI/CD pipelines for Amazon Connect and supporting AWS services.
- Develop and maintain Terraform-based Infrastructure as Code (IaC) for repeatable environment provisioning and deployment.
- Automate deployment of Amazon Connect configurations and AWS resources across DEV, QA/UAT, and PROD environments.
- Manage source control, branching strategy, pull requests, build pipelines, release pipelines, and configuration management.
- Develop scripts and automation using Python, Bash, AWS CLI, and AWS SDKs.
- Perform deployment readiness checks, production deployments, post-implementation validation, and rollback activities.
- Maintain deployment runbooks, implementation plans, rollback plans, release checklists, and operational documentation.
- Troubleshoot failed Terraform deployments, CI/CD pipeline failures, configuration drift, IAM/access issues, and environment-specific problems.
