Lead Consultant-Amazon Connect

At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. Its why were coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where were headed. Were proud to share our story and Make Amazing Happen at CDW.

This role is designed for a senior technical lead with 8 years of AWS Cloud experience including 45 years of hands-on Amazon Connect delivery who operates beyond individual contribution and takes ownership of solution architecture DevOps enablement delivery governance and team mentorship.

The Lead Consulting Engineer focuses on complex client environments leads proactive consulting engagements drives service maturity and partners with internal teams to ensure scalable secure and operationally resilient Amazon Connect solutions. This position remains client-facing and requires strong consulting communication and leadership capabilities.

• Provide technical support in-depth expertise architectural leadership and proactive advisory guidance on client engagements
• Discover define and deliver roadmaps strategies and solutions educating the client and internal teams as appropriate throughout the life of client engagements and AWS Amazon Connect roadmaps
• Regularly interface with technical and business staff of client including the managed services engagement sponsors and stakeholders
• Conduct / lead workshops for complex designs to meet client business and technical objectives
• Manage time and expense to meet or exceed expectations defined in the client contracts
• Provide high quality content deliverables using the appropriate document templates
• Ensure Amazon Connect environment are configured as designed to the clients satisfaction and approval
• Lead complex Incident and Service Request support
• Proactively develop plans and activities to avoid delivery problems
• Lead the resolution of complex on-going technical problems through problem management
• Provide technical oversight on service delivery accuracy and quality
• Perform and lead new client technical onboarding. This includes reviewing and documenting client environments policies and related processes as they pertain to the scope of services and the client environment.
• Partner with engineering teams and clients to ensure smooth onboarding and ongoing production support for managed services.
• Create and maintain RunBooks (for example: daily operations guides troubleshooting instructions and knowledge articles)
• Work with Managers Coworkers Project Managers and Clients to manage expectations and timelines to ensure expectations and commitments are being met
• Identify and communicate potential cross-selling opportunities to the sales team
• Lead the discovery and write up of technical proposals
• Complete projects/tasks on a timely basis according to commitments made to stakeholders and management.
• Report project/task status as part of internal and client meetings.
• Provide production support including troubleshooting debugging monitoring and maintenance using tools like Splunk Datadog CloudWatch and ScienceLogic.
• Conduct performance assessments and identify areas of improvement as required in the client environment
• Handle multiple Amazon Connect clients instances architectures configurations and customizations.
• Stay abreast of the latest contact center technologies and Amazon Connect services advancements.
• Contribute to the continuous improvement of our managed services offerings.

• Bachelors degree in business computer science a related technical degree or equivalent
• Seven years experience delivering complex technical Amazon Connect solutions including planning development implementation and on-going support.

• Minimum 4 to 5 years of experience in Amazon connect and overall 8 years of experience in AWS cloud platform.
• In-depth knowledge of Amazon Connect features and services (contact flows-voice and chat)
• Configure and manage queues routing profiles and agent setups.
• Hands-on experience with AWS services including IAM AWS Lambda S3 Amazon Lex API Gateway and DynamoDB. Experience with CI/CD tools (CodePipeline GitHub Actions) version control (Git/Bitbucket) and container orchestration (ECS EKS Fargate).
• Expertise in contact center technologies including telephony IVR ACD routing workforce management and reporting.
• Experience in chat/messaging integrations (WhatsApp SMS Amazon Pinpoint).
• Experience with integrating Amazon Connect with other AWS services and enterprise systems (Salesforce Zendesk Genesys etc.).
• Expertise in DevOps methodoliges CI/CD piepleine and automation tools.
• Strong understanding of cloud-based contact center solutions and architectures.
• Experience with application monitoring tools and performance assessments.
• Ability to work weekends and/or off hours as necessary to meet clients needs
• Proficiency in programming languages especially and Python.

Required Soft Skills

• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills with the ability to effectively collaborate with cross-functional teams.
• Ability to work in Agile environments.
• Team collaboration and ownership mindset.
• Excellent customer-facing skills that include conducting compelling technical briefings & demonstrations.

Good to have skills

• Knowledge of developer tooling across the software development life cycle (task management source code building deployment operations real-time communication)
• Familiarity with Terraform / CloudFormation (IaC).
• ITIL certification AWS Certifications (Associate Professional Specialty) or relevant contact center certifications preferred.

CDW is committed to being an AI-fluent organization

Additionally CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants. During our application process our goal is to understand your experience strengths skills and qualifications. As an AI forward company we see AI not just as a tool but as a catalyst for new ways of thinking creating and communicating. We encourage candidates to embrace an AI mindset one thats curious adaptive and ready to explore whats possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story while ensuring your application remains rooted in your own background judgment and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses government education and healthcare organizations achieve whats possible through technology. What makes CDW different isnt just what we doits how we do it. At CDW we act as onebuilding trust speaking candidly and working together to achieve more. We play to winfocusing on what matters most and delivering for our customers. And we think forwardstaying curious moving fast and continuously learning. We believe meaningful work happens when people feel supported heard and empowered to contribute. Thats why we think of ourselves as coworkers not just employeesworking together to solve complex challenges and deliver real impact for our customers and communities.

As a fullstack fulllifecycle technology partner CDW brings deep expertise strong relationships and broad industry knowledge to help turn ideas into outcomes. When you join CDW you become part of a collaborative environment where your work matters your growth is supported and your contributions help shape whats next.

Together we deliver the full promise of what technology can do. Together we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law.