FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Tech Stack
Tools & technologiesAWSCloudDynamoDBJavaScriptNode.jsPythonSplunk
About the role
Key responsibilities & impact- Provide technical support, in-depth expertise, architectural leadership and proactive advisory guidance on client engagements
- Discover, define and deliver roadmaps, strategies and solutions, educating the client and internal teams as appropriate throughout the life of client engagements and AWS – Amazon Connect roadmaps
- Regularly interface with technical and business staff of client, including the managed services engagement sponsors and stakeholders
- Conduct / lead workshops for complex designs to meet client, business and technical objectives
- Manage time and expense to meet or exceed expectations defined in the client contracts
- Provide high quality content deliverables using the appropriate document templates
- Ensure Amazon Connect environment are configured as designed to the client's satisfaction and approval
- Lead complex Incident and Service Request support
- Proactively develop plans and activities to avoid delivery problems
- Lead the resolution of complex on-going technical problems through problem management
- Provide technical oversight on service delivery accuracy and quality
- Perform and lead new client technical onboarding.
- Partner with engineering teams and clients to ensure smooth onboarding and ongoing production support for managed services.
- Create and maintain RunBooks (for example: daily operations guides, troubleshooting instructions and knowledge articles)
- Work with Managers, Coworkers, Project Managers and Clients to manage expectations and timelines to ensure expectations and commitments are being met
- Identify and communicate potential cross-selling opportunities to the sales team
- Lead the discovery and write up of technical proposals
- Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
- Report project/task status as part of internal and client meetings.
- Provide production support, including troubleshooting, debugging, monitoring, and maintenance using tools like Splunk, Datadog, CloudWatch, and ScienceLogic.
- Conduct performance assessments and identify areas of improvement as required in the client environment
- Handle multiple Amazon Connect clients, instances, architectures, configurations, and customizations.
Requirements
What you’ll need- Bachelor’s degree in business, computer science, a related technical degree or equivalent
- Seven years’ experience delivering complex technical Amazon Connect solutions
- Minimum 4 to 5 years of experience in Amazon connect and overall, 8 years of experience in AWS cloud platform.
- In-depth knowledge of Amazon Connect features and services (contact flows-voice and chat)
- Configure and manage queues, routing profiles, and agent setups
- Hands-on experience with AWS services, including IAM, AWS Lambda, S3, Amazon Lex, API Gateway, and DynamoDB
- Experience with CI/CD tools (CodePipeline, GitHub Actions), version control (Git/Bitbucket), and container orchestration (ECS, EKS, Fargate)
- Expertise in contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting.
- Experience in chat/messaging integrations (WhatsApp, SMS, Amazon Pinpoint)
- Experience with integrating Amazon Connect with other AWS services and enterprise systems (Salesforce, Zendesk, Genesys, etc.)
- Expertise in DevOps methodologies, CI/CD pipeline, and automation tools.
- Strong understanding of cloud-based contact center solutions and architectures.
- Experience with application monitoring tools and performance assessments.
- Ability to work weekends and/or off hours as necessary to meet clients' needs
- Proficiency in programming languages, especially Node.js and Python.
Benefits
Comp & perks- Health insurance
- Professional development
- Flexible working hours
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Amazon ConnectAWSNode.jsPythonAWS LambdaS3Amazon LexAPI GatewayDynamoDBCI/CD
Soft Skills
technical supportarchitectural leadershipclient engagementproblem managementcommunicationtime managementteam collaborationworkshop facilitationproject managementcross-selling