Job Title: AWS Contact Center

Location: Noida

Shift and Schedule: 5 Days Office Rotational

Job Summary:

We are seeking an experienced CCaaS Lead to oversee our contact center operations, leveraging expertise in AWS Connect,

Avaya Aura suite, and Verint recording solution. The ideal candidate will lead a team, ensure governance, and drive operational excellence.

Key Responsibilities:
Lead and manage a team of CCaaS specialists
Design, implement, and optimize contact centre solutions on AWS Connect
Manage and maintain Avaya Aura suite (including Avaya Contact Center, Avaya Aura Communication Manager)
Implement and administer Verint recording solution for quality assurance and compliance
Develop and enforce governance policies, procedures, and standards
Drive and Document SOP, OPS manuals , LLD, HLD, IDD
Monitor and report on contact center performance metrics (e.g., SLA, KPI,OLA)
Collaborate with stakeholders to identify and implement process improvements




Ensure compliance with regulatory requirements and industry standards

Required Skills:
Primary Skill: AWS Connect (design, implementation, optimization and Administration)
Secondary Skill: Avaya Aura suite (administration and configuration)
Verint recording solution (implementation and administration)
Contact center operations, governance, and team management
Level 3 skills in CCaaS solutions
Sound understanding of AI /ML

Preferred Qualifications:

-15+ years of experience in contact center operations or related field
CCaaS certifications (e.g., AWS Connect)
Experience with workforce management, reporting, and analytics tools

Soft Skills:
Leadership and team management
Stakeholder management internal & external.
Communication and collaboration
Problem-solving and analytical skills
Adaptability and flexibility

📌 Aws Contact Center Noida
🏢 Kyndryl
📍 Noida