AWS Integration Services - Technical Lead

  • Auckland, New Zealand
  • Full-Time
  • On-Site
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Job Description:

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.