Job Title: Technical Lead Location: Toronto, Canada (Hybrid) We are primarily looking for a resource with a combination of Contact Center/Amazon Connect technical skills and AWS DevOps capabilities. However, we are also open to considering strong individual profiles in Contact Center/Amazon Connect or AWS DevOps.
Key Responsibilities Contact Center : · Lead the design, development, implementation, and support of enterprise Contact Center solutions. · Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions. · Provide technical leadership for voice, chat, email, messaging, and task-based customer interactions. · Design integrations between the contact center platform and CRM, APIs, authentication systems, databases, payment platforms, and other enterprise applications. · Drive improvements across customer experience, self-service containment, agent productivity, and operational efficiency. · Troubleshoot complex issues related to IVR, routing, telephony, integrations, agent experience, call failures, disconnects, and customer journeys. · Lead technical design reviews and ensure solutions meet security, scalability, resiliency, availability, and performance requirements. · Establish reusable development standards, technical governance, and engineering best practices. · Coordinate with architecture, development, QA, operations, security, network, telecom, and business teams for successful delivery. · Provide technical ownership for production issues, root cause analysis, problem management, and preventive improvements.
Amazon Connect: · Lead the design, development, configuration, and support of Amazon Connect contact center solutions. · Design and review Contact Flows, Queues,
Routing Profiles, Hours of Operation, Quick Connects, Security Profiles, Prompts, and agent configurations. · Provide technical guidance for integration with AWS Lambda, Amazon Lex, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SNS/SQS, API Gateway, and Step Functions as applicable. · Lead solution design and technical reviews for current contact center features and enhancements. · Troubleshoot complex IVR, routing, integration, call-flow, and production issues. · Drive engineering standards, reusable components, code reviews, and technical governance. · Coordinate with developers, QA, architects, security teams, and business stakeholders for successful releases.
AWS DevOps: · Own and manage CI/CD pipelines for Amazon Connect and supporting AWS services. · Develop and maintain Terraform-based Infrastructure as Code (IaC) for repeatable environment provisioning and deployment. · Automate deployment of Amazon Connect configurations and AWS resources across DEV, QA/UAT, and PROD environments. · Manage source control, branching strategy, pull requests, build pipelines, release pipelines, and configuration management. · Develop scripts and automation using Python, Bash, AWS CLI, and AWS SDKs where required. · Perform deployment readiness checks, production deployments, post-implementation validation, and rollback activities. · Maintain deployment runbooks, implementation plans, rollback plans, release checklists, and operational documentation. · Troubleshoot failed Terraform deployments, CI/CD pipeline failures, configuration drift, IAM/access issues, and environment-specific problems. Thanks & Regards, BABU ALI (Recruitment Consultant) Raas Infotek Corporation. E-Mail:
[email protected] Website: www.raasinfotek.com
📌 Technical Lead (Toronto)
🏢 Raas Infotek
📍 Toronto