Job Description

Project Role :

Application Tech Support Practitioner

Project Role Description :

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :

Cloud Contact Center Implementation

Good to have skills :

NA

Minimum

12

year(s) of experience is required

Educational Qualification :

15 years full time education



Job Summary: We are seeking a highly experienced Manager - Contact Center Transformation with 12+ years of experience in Contact Center technologies and at least 5+ years of expertise in Amazon Connect and AWS Cloud services. The ideal candidate will be responsible for leading large-scale enterprise Contact Center Migration and Transformation programs on Amazon Connect, driving customer experience modernization, and managing a high-performing technical team. This role requires a blend of solution architecture expertise, DevOps knowledge, leadership skills, and deep technical expertise across AWS services and contact center platforms. Key Responsibilities: o Leadership & Delivery o Lead and manage a team of developers, DevOps engineers, and testers responsible for cloud contact center transformations. o Drive end-to-end delivery of large-scale migration and modernization programs for enterprise customers. o Ensure successful project delivery using Agile methodologies, with a focus on speed, quality, and scalability. o Solution Architecture & Design o Architect and design customer-centric solutions leveraging Amazon Connect and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.). o Define and implement API-based integrations with Amazon Connect and third-party applications. o Develop scalable, secure, and automated architectures addressing customer challenges and enterprise standards. o DevOps & Engineering Excellence o Establish and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments. o Ensure adoption of DevOps best practices including Infrastructure as Code (IaC), automated testing, monitoring, and observability. o Oversee version control, automated deployments, and release management processes to ensure reliability and repeatability. o Provide technical oversight for development in Node.js and Python, ensuring best coding practices and standards are followed. o Customer Engagement & Transformation o Engage with enterprise customers to understand challenges, requirements, and transformation goals. o Provide thought leadership in customer experience transformation leveraging AWS services. o Partner with stakeholders to translate business requirements into technical solutions and roadmaps. Required Skills & Experience: o 12+ years of experience in Contact Center domain with proven track record in enterprise-scale transformation programs. o Strong expertise in Amazon Connect and AWS services (Lex, DynamoDB, Lambda, API Gateway, Pinpoint, S3, Transcribe, Comprehend, etc.). o Proven experience in Contact Center Migration and Transformation projects for large enterprises. o Telecom & SIP Integration: Proven experience leading contact center migrations from legacy platforms to Genesys Cloud. o Hands-on experience with solution architecture on AWS Cloud, preferably with AWS Certified Solutions Architect - Professional or equivalent certifications. o Strong knowledge of DevOps practices and CI/CD pipelines (AWS CodePipeline, Jenkins, GitLab CI/CD, etc.). o Experience in Node.js and Python programming for building and integrating contact center applications. o Proficiency in API-based integrations with Amazon Connect and enterprise applications (CRM,WFM, ITSM). o Strong knowledge of customer experience transformation strategies. o Experience in Agile delivery frameworks (Scrum, SAFe, Kanban). o Excellent stakeholder management, communication, and leadership skills. Preferred Qualifications: o Engineering or equivalent degree in Computer Science, Information Technology, or related field. o AWS certifications: AWS Certified Solutions Architect (Associate/Professional), AWS Certified DevOps Engineer, AWS Developer. o Experience deploying Infrastructure as Code (IaC) using CloudFormation, Terraform, or CDK. o Exposure to monitoring and observability tools (CloudWatch, Cloudtrail). o Experience with Contact Lens, Amazon Kinesis, and real-time analytics solutions for contact centers. o Background in Omnichannel engagement solutions (voice, chat, social, email, mobile). o Experience managing global enterprise clients across BFSI, Telecom, Healthcare, or Retail industries.




15 years full time education