Technical Lead, Amazon Connect – Contact Center

Job Description:

  • 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.

Requirements:

  • 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.

Benefits:

  • Offers Bonus
  • 15% bonus
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...