AWS Integration Services - Technical Lead

Role: Technical Lead – AWS Integration Services Location - Auckland , New Zealand. Job Type: Permanent Role Summary We are seeking an experienced Technical Lead – AWS Integration, Amazon Connect & AWS Contact Centre Solutions to lead the design, development, integration, and operational support of cloud-native contact centre platforms built on Amazon Connect, AWS Integration Services The successful candidate will be responsible for delivering scalable customer engagement solutions, leading technical design activities, implementing AI-powered conversational experiences, and supporting end-to-end delivery from solution design through to production deployment and BAU transition. This role requires strong expertise across Amazon Connect, AWS serverless technologies, A DevOps practices, and emerging Generative AI capabilities such as Amazon Q and RAG-based solutions. The role aligns well with Amazon Connect and AWS-centric solution designs Key Responsibilities Amazon Connect Engineering & Administration Design, configure, and administer Amazon Connect environments. Develop and maintain contact flows, queues, routing profiles, and agent experiences. Implement and support CCaaS (Contact Centre as a Service) solutions. Configure omnichannel customer interaction capabilities including voice and messaging. Troubleshoot and resolve Amazon Connect platform issues. Optimize service performance, customer experience, and operational efficiency. AWS Platform Engineering Design and develop cloud-native solutions using AWS services. Build serverless applications using AWS Lambda (Python). Develop and maintain APIs and integration services. Implement event-driven architectures using AWS services. Ensure scalability, reliability, security, and observability of cloud solutions. Salesforce & Contact Centre Integration Design and implement Amazon Connect and Salesforce integrations. Configure and support Service Cloud Voice capabilities. Implement CTI integration patterns and telephony integrations. Troubleshoot cross-platform integration issues involving AWS, Salesforce, and contact centre systems. Support customer service workflows and agent desktop integrations. DevOps & Platform Delivery Develop and maintain Infrastructure as Code (IaC) using Terraform. Implement and support CI/CD deployment pipelines. Manage environments across development, testing, staging, and production. Support release planning, deployment, and operational readiness activities. Ensure platform security, compliance, and operational best practices. AI & Conversational Experiences Implement Amazon Q capabilities within Amazon Connect. Design and optimise prompts for Generative AI use cases. Develop and maintain AI guardrails and responsible AI controls. Build Retrieval Augmented Generation (RAG) solutions. Implement AI observability, performance monitoring, and governance controls. Design conversational AI experiences for voice and messaging channels. Collaborate with business stakeholders to improve customer self-service and agent assist capabilities. Engineering Delivery Lead technical solution design and architecture activities. Produce detailed technical design documentation. Build, configure, and deploy solutions in accordance with platform standards. Conduct unit testing and support SIT/UAT activities. Resolve defects and production issues. Support production deployments and hypercare activities. Facilitate knowledge transfer and transition solutions into BAU support teams. Provide technical leadership, mentoring, and guidance to engineers. We are seeking an experienced Technical Lead – AWS Integration, Amazon Connect & AWS Contact Centre Solutions to lead the design, development, integration, and operational support of cloud-native contact centre platforms built on Amazon Connect, AWS Integration Services Required Skills & Experience Amazon Connect Strong experience with Amazon Connect administration and engineering. Contact flow development and routing configuration. Queue management and workforce routing concepts. Experience implementing cloud contact centre solutions. Operational support and troubleshooting experience. AWS Strong experience with AWS cloud services. AWS Lambda development (Python). API Gateway and integration services. Event-driven architecture patterns. Serverless and cloud-native application development. DevOps Terraform and Infrastructure as Code. Git-based development workflows. CI/CD pipeline implementation. Environment and release management. AI & Emerging Technologies Generative AI solution implementation. Amazon Q and AI-assisted contact centre experiences. Prompt engineering and conversational design. RAG architecture and implementation. AI monitoring and observability. Preferred Qualifications AWS Certified Solutions Architect. AWS Certified Developer. Amazon Connect Specialty certifications. Experience working in large-scale enterprise environments. Telecommunications and customer service industry experience preferred. #J-18808-Ljbffr