AWS Connect Lead

We're looking for a hands-on Development Lead to own the technical delivery of an Amazon Connect contact center platform in financial services. You'll set the architecture and lead a team of developers. You'll also partner with operations, risk and compliance to ship customer journeys that are secure, resilient and audit-ready. You'll still review code and help unblock the hardest problems.

What you'll do

• Lead a team of Amazon Connect and integration developers: plan and prioritize work, set engineering standards, review code and mentor engineers.
• Own the solution architecture across voice, chat and digital channels, including flows, Lex bots, Lambda services and integrations with core banking, CRM and fraud systems.
• Build security and compliance in by design (PCI DSS scope reduction, encryption, PII redaction, least-privilege access, audit trails) and represent the platform in audits and risk reviews.
• Design for resilience and scale, covering multi-region and disaster recovery strategy, capacity planning and service quotas.
• Establish CI/CD, infrastructure as code, automated testing and release controls that fit a regulated change-management process.
• Turn business goals like containment, average handle time and first-contact resolution into a technical roadmap, estimates and delivery plan.
• Partner with the AI/LLM team to introduce generative AI safely (agent assist, summarization, intelligent self-service) within model risk and AI governance requirements.
• Act as the escalation point for major production incidents and lead root-cause analysis.
• Manage technical relationships with AWS, implementation partners and third-party vendors.

What you'll bring

• 8+ years in software engineering, including 3+ years designing and delivering Amazon Connect solutions in production.
• 2+ years leading development teams, with ownership of delivery, code quality and mentoring.
• Financial services experience delivering contact center or customer servicing platforms for a bank, insurer, lender, payments provider or similar regulated business.
• Deep AWS expertise across Lambda, Lex, DynamoDB, API Gateway, Kinesis, S3, CloudWatch, IAM, KMS and EventBridge, plus infrastructure as code.
• Strong grasp of regulatory and security requirements for financial contact centers (PCI DSS, data protection, call recording, complaint handling) and experience working alongside risk, compliance and InfoSec.
• Ability to explain architecture trade-offs clearly to senior business and technology stakeholders.

Preferred

• AWS Certified Solutions Architect – Professional.
• Experience leading a migration to Amazon Connect from Avaya, Cisco, Genesys or NICE.
• Experience with Salesforce Service Cloud Voice or other CRM-integrated agent desktops.
• Experience delivering generative AI features in a contact center, such as Amazon Q in Connect, Contact Lens post-contact summaries or Amazon Bedrock-powered self-service.
• Background in WFM/QM tooling and contact center analytics.

VRIZE INC, a Global IT Services company, is committed to delivering end-to-end IT solutions and services to its customers worldwide. We offer business-friendly solutions across industry verticals that include Banking, Financial Services, Healthcare & Insurance, Manufacturing, and Retail. The company has strategic business alliances with industry leaders such as Qlik, Python, IBM, Microsoft, Docker, Sisense, Competera, Snowflake, Node, and Tableau. The company has undertaken projects in Asia and America encompassing the design, development, testing, and maintenance of software and infrastructure service with world-class technology capabilities to deliver business-friendly solutions across industry verticals. The company is headquartered in Florida, USA. Our continuous success will depend to a large extent, on our ability to remain at the forefront of developments in the field of information technology.

VRIZE is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, marital status, age, national origin, ancestry, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Individuals with disabilities are provided reasonable accommodation.