Technical Lead -AWS Intergration

Role & responsibilities

• Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and operating schedules
• Implement skillbased and dynamic routing logic using AWS Lambda and DynamoDB
• Develop and integrate Amazon Lex bots for IVR automation and self-service capabilities
• Integrate Amazon Connect with CRM platforms, enterprise systems, and thirdparty APIs
• Configure call recording, callbacks, holiday routing, business hours, and failover mechanisms to ensure resilience
• Monitor, analysed, and optimize contact centre health and performance using AWS CloudWatch

• Support and maintain multichannel contact centre capabilities including voice, chat, and tasks
• Collaborate with cloud architects, DevOps, telecom, and application teams to deliver highquality solutions
• Participate in Agile ceremonies including sprint planning, reviews, and retrospectives
• Provide production support, incident resolution within SLAs, documentation, and knowledge transfer to operations teams

Preferred candidate profile