Role & responsibilities

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 solid 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.
- DevOps & Platform Delivery
- Troubleshoot cross-platform integration issues involving AWS, Salesforce, and contact centre systems.
- Support customer service workflows and agent desktop integrations.
- 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.

📌 Technical Lead -AWS Intergration ( AWS Connect ) (Chennai)
🏢 Tata Consultancy Services
📍 Chennai