Tech Lead

Responsibilities

• Define and lead the GenAI strategy for contact center modernization initiatives
• Identify, design, and prioritize AI use cases across customer self-service and agent experience
• Lead implementation of Amazon Novapowered solutions including virtual agents, agent assist, summarization, and automation
• Partner with business, CX, Avaya, and AWS teams to integrate GenAI capabilities into Amazon Connect workflows
• Establish AI governance, security, and responsible AI practices
• Measure and optimize GenAI impact on CX, agent productivity, and operational efficiency
  

Required Qualifications

• 8+ years of experience in AI, digital transformation, or contact center technology
• Hands-on experience delivering GenAI solutions in customer service or contact centers
• Strong knowledge of Amazon Nova, generative AI architectures, and LLM-based solutions
• Experience integrating AI with Amazon Connect or similar cloud contact center platforms
• Ability to translate business requirements into scalable AI solutions
  

Preferred Qualifications

• Experience with Avaya contact center environments (on-prem or hybrid)
• Knowledge of AWS AI/ML services supporting contact centers
• Experience defining AI governance and compliance frameworks
• Advanced degree in Computer Science, Data Science, or related field