Job Role : Technical Lead – AWS Integration Services
Location : Australia(Remote)
Job Type : Contract
Role Summary
We are seeking an experienced Technical Lead – AWS Integration, Amazon Connect & AWS Contact Centre Solutions to lead the design, development, integration, and operational support of cloud-native contact centre platforms built on Amazon Connect, AWS Integration Services
The successful candidate will be responsible for delivering scalable customer engagement solutions, leading technical design activities, implementing AI-powered conversational experiences, and supporting end-to-end delivery from solution design through to production deployment and BAU transition.
This role requires strong expertise across Amazon Connect, AWS serverless technologies, A DevOps practices, and emerging Generative AI capabilities such as Amazon Q and RAG-based solutions. The role aligns well with Amazon Connect and AWS-centric solution designs
Key Responsibilities
Amazon Connect Engineering & Administration
- Design, configure, and administer Amazon Connect environments.
- Develop and maintain contact flows, queues, routing profiles, and agent experiences.
- Implement and support CCaaS (Contact Centre as a Service) solutions.
- Configure omnichannel customer interaction capabilities including voice and messaging.
- Troubleshoot and resolve Amazon Connect platform issues.
- Optimize service performance, customer experience, and operational efficiency.
AWS Platform Engineering
- Design and develop cloud-native solutions using AWS services.
- Build serverless applications using AWS Lambda (Python).
- Develop and maintain APIs and integration services.
- Implement event-driven architectures using AWS services.
- Ensure scalability, reliability, security, and observability of cloud solutions.
Salesforce & Contact Centre Integration
- Design and implement Amazon Connect and Salesforce integrations.
- Configure and support Service Cloud Voice capabilities.
- Implement CTI integration patterns and telephony integrations.
- Troubleshoot cross-platform integration issues involving AWS, Salesforce, and contact centre systems.
- Support customer service workflows and agent desktop integrations.
DevOps & Platform Delivery
- Develop and maintain Infrastructure as Code (IaC) using Terraform.
- Implement and support CI/CD deployment pipelines.
- Manage environments across development, testing, staging, and production.
- Support release planning, deployment, and operational readiness activities.
- Ensure platform security, compliance, and operational best practices.
AI & Conversational Experiences
- Implement Amazon Q capabilities within Amazon Connect.
- Design and optimise prompts for Generative AI use cases.
- Develop and maintain AI guardrails and responsible AI controls.
- Build Retrieval Augmented Generation (RAG) solutions.
- Implement AI observability, performance monitoring, and governance controls.
- Design conversational AI experiences for voice and messaging channels.
- Collaborate with business stakeholders to improve customer self-service and agent assist capabilities.
Engineering Delivery
- Lead technical solution design and architecture activities.
- Produce detailed technical design documentation.
- Build, configure, and deploy solutions in accordance with platform standards.
- Conduct unit testing and support SIT/UAT activities.
- Resolve defects and production issues.
- Support production deployments and hypercare activities.
- Facilitate knowledge transfer and transition solutions into BAU support teams.
- Provide technical leadership, mentoring, and guidance to engineers.
Required Skills & Experience
Amazon Connect
- Strong experience with Amazon Connect administration and engineering.
- Contact flow development and routing configuration.
- Queue management and workforce routing concepts.
- Experience implementing cloud contact centre solutions.
- Operational support and troubleshooting experience.
AWS
- Strong experience with AWS cloud services.
- AWS Lambda development (Python).
- API Gateway and integration services.
- Event-driven architecture patterns.
- Serverless and cloud-native application development.
DevOps
- Terraform and Infrastructure as Code.
- Git-based development workflows.
- CI/CD pipeline implementation.
- Environment and release management.
AI & Emerging Technologies
- Generative AI solution implementation.
- Amazon Q and AI-assisted contact centre experiences.
- Prompt engineering and conversational design.
- RAG architecture and implementation.
- AI monitoring and observability.
Preferred Qualifications
- AWS Certified Solutions Architect.
- AWS Certified Developer.
- Amazon Connect Specialty certifications.
- Experience working in large-scale enterprise environments.
Telecommunications and customer service industry experience preferred