Role: Technical Lead
Location: Toronto (3 days per week onsite) EST
Past exp in telecom would be great
We are primarily looking for a resource with a combination of Contact Center/Amazon Connect technical and AWS DevOps capabilities. However, we are also open to considering strong individual profiles in Contact Center/Amazon Connect or AWS DevOps, depending on the best-fit candidate available.
Key Responsibilities
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 the contact center platform and CRM, APIs, authentication systems, databases, payment platforms, and other enterprise applications.
- Drive improvements across 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 for successful delivery.
- Provide technical ownership for production issues, root cause analysis, problem management, and preventive improvements.
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 integration with AWS Lambda, Amazon Lex, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SNS/SQS, API Gateway, and Step Functions as applicable.
- 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.
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 where required.
- 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.
