Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary: We are seeking a highly experienced Manager – Contact Center Transformation with 12+ years of experience in Contact Center technologies and at least 5+ years of expertise in Amazon Connect and AWS Cloud services. The ideal candidate will be responsible for leading large-scale enterprise Contact Center Migration and Transformation programs on Amazon Connect, driving customer experience modernization, and managing a high-performing technical team. This role requires a blend of solution architecture expertise, DevOps knowledge, leadership skills, and deep technical expertise across AWS services and contact center platforms. Key Responsibilities: • Leadership & Delivery o Lead and manage a team of developers, DevOps engineers, and testers responsible for cloud contact center transformations. o Drive end-to-end delivery of large-scale migration and modernization programs for enterprise customers. o Ensure successful project delivery using Agile methodologies, with a focus on speed, quality, and scalability. • Solution Architecture & Design o Architect and design customer-centric solutions leveraging Amazon Connect and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.). o Define and implement API-based integrations with Amazon Connect and third-party applications. o Develop scalable, secure, and automated architectures addressing customer challenges and enterprise standards. • DevOps & Engineering Excellence o Establish and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments. o Ensure adoption of DevOps best practices including Infrastructure as Code (IaC), automated testing, monitoring, and observability. o Oversee version control, automated deployments, and release management processes to ensure reliability and repeatability. o Provide technical oversight for development in Node.js and Python, ensuring best coding practices and standards are followed. • Customer Engagement & Transformation o Engage with enterprise customers to understand challenges, requirements, and transformation goals. o Provide thought leadership in customer experience transformation leveraging AWS services. o Partner with stakeholders to translate business requirements into technical solutions and roadmaps. Required Skills & Experience: • 12+ years of experience in Contact Center domain with proven track record in enterprise-scale transformation programs. • Strong expertise in Amazon Connect and AWS services (Lex, DynamoDB, Lambda, API Gateway, Pinpoint, S3, Transcribe, Comprehend, etc.). • Proven experience in Contact Center Migration and Transformation projects for large enterprises. • Telecom & SIP Integration: Proven experience leading contact center migrations from legacy platforms to Genesys Cloud. • Hands-on experience with solution architecture on AWS Cloud, preferably with AWS Certified Solutions Architect – Professional or equivalent certifications. • Strong knowledge of DevOps practices and CI/CD pipelines (AWS CodePipeline, Jenkins, GitLab CI/CD, etc.). • Experience in Node.js and Python programming for building and integrating contact center applications. • Proficiency in API-based integrations with Amazon Connect and enterprise applications (CRM,WFM, ITSM). • Strong knowledge of customer experience transformation strategies. • Experience in Agile delivery frameworks (Scrum, SAFe, Kanban). • Excellent stakeholder management, communication, and leadership skills. Preferred Qualifications: • Engineering or equivalent degree in Computer Science, Information Technology, or related field. • AWS certifications: AWS Certified Solutions Architect (Associate/Professional), AWS Certified DevOps Engineer, AWS Developer. • Experience deploying Infrastructure as Code (IaC) using CloudFormation, Terraform, or CDK. • Exposure to monitoring and observability tools (CloudWatch, Cloudtrail). • Experience with Contact Lens, Amazon Kinesis, and real-time analytics solutions for contact centers. • Background in Omnichannel engagement solutions (voice, chat, social, email, mobile). • Experience managing global enterprise clients across BFSI, Telecom, Healthcare, or Retail industries.15 years full time education

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