Application Lead

Technology Architect

Project Role : Technology Architect
Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.
Must have skills : Amazon Connect
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
A seasoned technology leader with deep expertise in Amazon Connect and AWS ecosystem, responsible for driving contact center modernization initiatives. Proven ability to lead cross-functional teams, deliver enterprise-grade solutions, and enhance customer experience through scalable, secure, and intelligent cloud contact center platforms. Lead the end-to-end delivery of Amazon Connect-based contact center solutions. Oversee design, architecture, and implementation across AWS services such as Lambda, Lex, S3, and Contact Lens.
Project Role Description - Lead the design, development, and delivery of scalable Amazon Connect-based contact center solutions. Oversee technical execution, mentor development teams, and ensure alignment with business goals. Collaborate with cross-functional stakeholders to drive innovation, maintain compliance, and optimize customer experience through AWS services such as Lambda, Lex, and Contact Lens.

Roles & Responsibilities:
Team Leadership: Drive end-to-end ownership of a team responsible for the design, development, and implementation of cloud-based contact center transformation initiatives, leveraging platform-led solutions across enterprise environments.
Business Development: Lead and manage proposal responses to client RFPs and RFIs across multiple market units, ensuring a robust and continuous pipeline of strategic opportunities and transformation projects.
Market Engagement: Collaborate with market unit leaders to identify emerging client demands, define talent requirements, and align capability development with business needs in terms of skill, scale, and specialization.
Talent & Practice Growth: Build and expand the practice by actively participating in talent acquisition, while also nurturing, mentoring, and upskilling current team members to meet evolving technology and client demands.
Project Delivery Excellence: Lead delivery of complex contact center transformation programs by engaging with clients and internal teams for solution design, requirement analysis, design workshops, backlog grooming, and delivering regular demos to stakeholders.

Professional & Technical Skills:
10 years minimum hands-on experience with Amazon Connect Contact Center
Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project
Good understanding of contact center technology landscape.
An understanding of AWS Cloud platform and services with Solution architect skills.
Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc
Deep functional and technical understanding of APIs and related integration experience
Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
Excellent communications skills
Strong program management / people management skills
- Must have skills - Amazon Connect flows, AWS Lambda , Amazon Connect Contact Center
- Mandatory Skills
1.AWS contact center, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, AWS Lex.
2.In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
-Good To Have Skills.
1. Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD & IaC (Infrastructure as Code), DevOps

Additional Information:
- The candidate should have minimum 12–15 years with Minimum 10 year(s) of experience is required in Amazon Connect.
- A 15 years full time education is required.