CCaaS Lead - AWS Connect & Avaya

Job Posting Title: AWS Contact Center L3

Location: Noida

Shift and Schedule: 5 Days office Rotational Shift

Note: Immediate Joiners only Apply this position with 30 days of notice period*

Job Description Summary:

• Responsible for the overall success of the technical solution from construction, implementation and system integration in a technology, industry or business specialty. Deliver new and complex high quality solutions to clients in response to varying business requirements.

*Job Summary:*

We are seeking an experienced CCaaS Lead to oversee our contact center operations, leveraging expertise in AWS Connect,

Avaya Aura suite, and Verint recording solution. The ideal candidate will lead a team, ensure governance, and drive

operational excellence.

*Key Responsibilities:*

- Lead and manage a team of CCaaS professionals

- Design, implement, and optimize contact centre solutions on AWS Connect

- Manage and maintain Avaya Aura suite (including Avaya Contact Center, Avaya Aura Communication Manager)

- Implement and administer Verint recording solution for quality assurance and compliance

- Develop and enforce governance policies, procedures, and standards

- Drive and Document SOP, OPS manuals , LLD, HLD, IDD

- Monitor and report on contact center performance metrics (e.g., SLA, KPI,OLA)

- Collaborate with stakeholders to identify and implement process improvements

- Ensure compliance with regulatory requirements and industry standards

*Required Skills:*

- *Primary Skill:* AWS Connect (design, implementation, optimization and Administration)

- *Secondary Skill:* Avaya Aura suite (administration and configuration)

- Verint recording solution (implementation and administration)

- Contact center operations, governance, and team management

- Level 3 skills in CCaaS solutions

- Sound understanding of AI /ML

*Preferred Qualifications:*

-15+ years of experience in contact center operations or related field

- CCaaS certifications (e.g., AWS Connect)

- Experience with workforce management, reporting, and analytics tools

*Soft Skills:*

- Leadership and team management

- Stakeholder management internal & external.

- Communication and collaboration

- Problem-solving and analytical skills

- Adaptability and flexibility