Technical Lead, Amazon Connect – Contact Center

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🕒 Março 18

🌲 North Carolina, Ohio, +2 estados a mais – Remoto

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $123.337 - $145.103 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Representante de Call Center

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TELUS Digital

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🤝 B2B

🤖 Inteligência Artificial

☁️ SaaS

B2B • Artificial Intelligence • SaaS

A TELUS Digital é uma consultoria digital premiada que combina design centrado no ser humano, engenharia de software, ciência de dados e IA generativa para criar experiências e plataformas digitais impulsionadas por IA para marcas globais. A empresa oferece serviços de estratégia de experiência, pesquisa e design de UX, engenharia e arquitetura, ciência e engenharia de dados, marketing digital e entrega de produtos/projetos, e opera o Fuel iX™, um motor de IA generativa focado em empresas para ajudar negócios a mover iniciativas de IA para produção. A TELUS Digital enfatiza uma cultura colaborativa, contratação global e acessibilidade em suas práticas de contratação.

Descrição

• Design & Architecture Governance: Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document. • Technical Decision Authority: Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution. • Team Leadership & Client Consultation: Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews. • Quality Assurance Support: Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences. • Project Delivery Alignment: Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team.

🎯 Requisitos

• Experience: Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience with 5+ years of experience in contact center solutions, with at least 4 years in a technical leadership or architect role for CCaaS deployments. • Architectural Design & Strategy: Proven ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Amazon Connect and AWS Services. • Integration Expertise: Deep experience architecting and implementing seamless integrations between Amazon Connect / AWS and external systems (e.g., CRM, WFM, ERP). • Data & Reporting: Proficiency in contact center reporting, analytics, and ensuring data consistency across the platform. • Consultative & Mentorship: Ability to lead technical discovery, provide solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications. • Preferred Qualifications: AWS Professional Certification(s) (e.g., AWS Certified Cloud Practitioner,AWS Certified Solutions Architect – Associate,AWS Certified Developer – Associate). • Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys) • Experience with Amazon Connect / AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.). • Hands-on experience with other CCaaS solutions is a strong asset • Strong programming skills in Python, Java, or Node.js.

🏖️ Benefícios

• Offers Bonus • 15% bonus