Job
Description
About The Role
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 Genesys Contact Center QM
Good to have skills NA
Minimum 12 year(s) of experience is required
Educational Qualification 15 years full time education
Job SummaryWe 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 & DeliveryoLead and manage a team of developers, DevOps engineers, and testers responsible for cloud contact center transformations.oDrive end-to-end delivery of large-scale migration and modernization programs for enterprise customers.oEnsure successful project delivery using Agile methodologies, with a focus on speed, quality, and scalability.Solution Architecture & DesignoArchitect and design customer-centric solutions leveraging Amazon Connect and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.).oDefine and implement API-based integrations with Amazon Connect and third-party applications.oDevelop scalable, secure, and automated architectures addressing customer challenges and enterprise standards.DevOps & Engineering ExcellenceoEstablish and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments.oEnsure adoption of DevOps best practices including Infrastructure as Code (IaC), automated testing, monitoring, and observability.oOversee version control, automated deployments, and release management processes to ensure reliability and repeatability.oProvide technical oversight for development in Node.js and Python, ensuring best coding practices and standards are followed.Customer Engagement & TransformationoEngage with enterprise customers to understand challenges, requirements, and transformation goals.oProvide thought leadership in customer experience transformation leveraging AWS services.oPartner 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 certificationsAWS 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.
Qualification 15 years full time education
