Amazon Connect Technical Lead

Key Technical Skills:

• Amazon Connect architecture, configuration and platform administration
• Contact Flows, routing strategies, queues, profiles and customer journeys
• Amazon Lex bot integration and conversational AI design
• Connect APIs, Lambda integrations and event-driven architectures
• Contact Trace Records (CTR), Kinesis streaming and analytics integrations
• Amazon Connect security, SAML/SSO and identity integration patterns
• Workforce Management, Quality Management and Contact Lens capabilities
• Connect platform troubleshooting, operational support and service optimisation
• Infrastructure as Code and DevOps adoption for Amazon Connect configuration management

Technical Lead Behaviours

• Provides authoritative technical leadership for the Amazon Connect platform
• Drives solution design alignment
• Owns technical delivery outcomes and platform quality standards
• Helps inform decisions balancing business and technical requirements
• Coaches and mentors engineers to build long-term Amazon Connect capability
• Proactively identifies design, delivery and operational risks
• Collaborates effectively across AWS, vendors and internal stakeholders
• Leads platform simplification and automation outcomes
• Promotes operational excellence, resiliency and customer experience outcomes