AWS Integration Services Technical Lead

Role: Technical Lead AWS Integration Services

Location - Auckland New Zealand.

Job Type: Permanent

Role Summary

We are seeking an experienced Technical Lead AWS Integration Amazon Connect & AWS Contact Centre Solutions to lead the design development integration and operational support of cloud-native contact centre platforms built on Amazon Connect AWS Integration Services

The successful candidate will be responsible for delivering scalable customer engagement solutions leading technical design activities implementing AI-powered conversational experiences and supporting end-to-end delivery from solution design through to production deployment and BAU transition.

This role requires strong expertise across Amazon Connect AWS serverless technologies A DevOps practices and emerging Generative AI capabilities such as Amazon Q and RAG-based solutions. The role aligns well with Amazon Connect and AWS-centric solution designs

Key Responsibilities

Amazon Connect Engineering & Administration

• Design configure and administer Amazon Connect environments.
• Develop and maintain contact flows queues routing profiles and agent experiences.
• Implement and support CCaaS (Contact Centre as a Service) solutions.
• Configure omnichannel customer interaction capabilities including voice and messaging.
• Troubleshoot and resolve Amazon Connect platform issues.
• Optimize service performance customer experience and operational efficiency.

AWS Platform Engineering

• Design and develop cloud-native solutions using AWS services.
• Build serverless applications using AWS Lambda (Python).
• Develop and maintain APIs and integration services.
• Implement event-driven architectures using AWS services.
• Ensure scalability reliability security and observability of cloud solutions.

Salesforce & Contact Centre Integration

• Design and implement Amazon Connect and Salesforce integrations.
• Configure and support Service Cloud Voice capabilities.
• Implement CTI integration patterns and telephony integrations.
• Troubleshoot cross-platform integration issues involving AWS Salesforce and contact centre systems.
• Support customer service workflows and agent desktop integrations.

DevOps & Platform Delivery

• Develop and maintain Infrastructure as Code (IaC) using Terraform.
• Implement and support CI/CD deployment pipelines.
• Manage environments across development testing staging and production.
• Support release planning deployment and operational readiness activities.
• Ensure platform security compliance and operational best practices.

AI & Conversational Experiences

• Implement Amazon Q capabilities within Amazon Connect.
• Design and optimise prompts for Generative AI use cases.
• Develop and maintain AI guardrails and responsible AI controls.
• Build Retrieval Augmented Generation (RAG) solutions.
• Implement AI observability performance monitoring and governance controls.
• Design conversational AI experiences for voice and messaging channels.
• Collaborate with business stakeholders to improve customer self-service and agent assist capabilities.

Engineering Delivery

• Lead technical solution design and architecture activities.
• Produce detailed technical design documentation.
• Build configure and deploy solutions in accordance with platform standards.
• Conduct unit testing and support SIT/UAT activities.
• Resolve defects and production issues.
• Support production deployments and hypercare activities.
• Facilitate knowledge transfer and transition solutions into BAU support teams.
• Provide technical leadership mentoring and guidance to engineers.

Required Skills & Experience

Amazon Connect

• Strong experience with Amazon Connect administration and engineering.
• Contact flow development and routing configuration.
• Queue management and workforce routing concepts.
• Experience implementing cloud contact centre solutions.
• Operational support and troubleshooting experience.

AWS

• Strong experience with AWS cloud services.
• AWS Lambda development (Python).
• API Gateway and integration services.
• Event-driven architecture patterns.
• Serverless and cloud-native application development.

DevOps

• Terraform and Infrastructure as Code.
• Git-based development workflows.
• CI/CD pipeline implementation.
• Environment and release management.

AI & Emerging Technologies

• Generative AI solution implementation.
• Amazon Q and AI-assisted contact centre experiences.
• Prompt engineering and conversational design.
• RAG architecture and implementation.
• AI monitoring and observability.

Preferred Qualifications

• AWS Certified Solutions Architect.
• AWS Certified Developer.
• Amazon Connect Specialty certifications.
• Experience working in large-scale enterprise environments.
• Telecommunications and customer service industry experience preferred.