Job Description

Project Role :

Application Developer

Project Role Description :

Design, build and configure applications to meet business process and application requirements.

Must have skills :

Contact Center Technology Implementation

Good to have skills :

NA

Minimum

12

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: Lead the design, development, and delivery of scalable Amazon Connect-based contact center solutions. Oversee technical execution, mentor development teams, and ensure alignment with business goals. Collaborate with cross-functional stakeholders to drive innovation, maintain compliance, and optimize customer experience through AWS services such as Lambda, Lex, and Contact Lens. A seasoned technology leader with deep expertise in Amazon Connect and AWS ecosystem, responsible for driving contact center modernization initiatives. Proven ability to lead cross-functional teams, deliver enterprise-grade solutions, and enhance customer experience through scalable, secure, and intelligent cloud contact center platforms. Lead the end-to-end delivery of Amazon Connect-based contact center solutions. Oversee design, architecture, and implementation across AWS services such as Lambda, Lex, S3, and Contact Lens. Roles & Responsibilities o 10-15 years with Minimum 10 year(s) of experience is required o Amazon Connect flows, AWS Lambda , Amazon Connect Contact Center o AWS Lambda and Lex bots, Amazon Connect o Team Leadership: Drive end-to-end ownership of a team responsible for the design, development, and implementation of cloud-based contact center transformation initiatives, leveraging platform-led solutions across enterprise environments. o Business Development: Lead and manage proposal responses to client RFPs and RFIs across multiple market units, ensuring a robust and continuous pipeline of strategic opportunities and transformation projects. o Market Engagement: Collaborate with market unit leaders to identify emerging client demands, define talent requirements, and align capability development with business needs in terms of skill, scale, and specialization. o Talent & Practice Growth: Build and expand the practice by actively participating in talent acquisition, while also nurturing, mentoring, and upskilling current team members to meet evolving technology and client demands. o Project Delivery Excellence: Lead delivery of complex contact center transformation programs by engaging with clients and internal teams for solution design, requirement analysis, design workshops, backlog grooming, and delivering regular demos to stakeholders." o 10 years minimum hands-on experience with Amazon Connect Contact Center o Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project o Good understanding of contact center technology landscape. o An understanding of AWS Cloud platform and services with Solution architect skills. o Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc. o Deep functional and technical understanding of APIs and related integration experience o Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms o Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner. o Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients. o Excellent communications skills o Strong program management / people management skills Professional & Technical Skills: 1. AWS contact center, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, AWS Lex. 2. In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes. 1. Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD & IaC (Infrastructure as Code), DevOps Additional Information: - The candidate should have minimum 12 years of experience in Contact Center Technology Implementation. - A 15 years full time education is required.




15 years full time education