Description

Key Responsibilities

Technical Leadership & Solution Design

• Collaborate with AWS field sales, pre-sales, training, and support teams to help partners and customers learn how to build and move to production-grade AWS environments that support Amazon Connect
• Architect end-to-end Amazon Connect solutions including contact flows, routing profiles, queues, and agent workspaces aligned with banking-specific requirements
• Design and implement complex, scalable, and secure Amazon Connect solutions leveraging Amazon Lex, Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Bedrock, Lambda, and DynamoDB
• Lead technical and design discussions with IT executives to help enterprises accelerate adoption of new contact center technologies and practices
• Design omnichannel strategies spanning voice, chat, tasks, email, and SMS using Amazon Connect's native capabilities
• Architect outbound campaigns for proactive customer engagement (collections, appointment reminders, fraud alerts)
• Define security architecture including encryption, access controls, PCI-DSS and SOC 2 compliance, data residency, and PII handling appropriate for financial services
• Develop disaster recovery, high availability, and multi-region strategies using Amazon Connect Global Resiliency

Customer Engagement & Professional Services Delivery

• Define and deliver on-site Professional Services engagements with partners and customers, including participating in pre-sales visits, understanding customer requirements, proposing and delivering packaged offerings
• Deliver custom solution engagements specifically focused on call center organization, processes, tooling, and integration
• Provide guidance on the people, organizational, security, and compliance aspects of transforming the contact center to the cloud
• Act as a trusted advisor to customers on contact center industry trends, emerging technologies, and innovative cloud solutions
• Translate complex technical architectures into business-friendly language for senior banking stakeholders
• Run workshops, design sessions, and technical deep-dives with both technical and non-technical audiences

Implementation & Integration

• Lead engagements that include short on-site projects proving the use of AWS services to support new distributed computing solutions spanning private and public cloud services
• Manage integration and adaptation of existing enterprise call centers into Amazon Connect, including migrations from legacy platforms (Avaya, Genesys, Cisco UCCE, or similar)
• Develop custom integrations with core banking systems, CRMs (Salesforce, custom), and middleware using Java and Python, leveraging Amazon Connect APIs, Lambda, EventBridge, and Kinesis
• Build and maintain infrastructure-as-code using Terraform for Amazon Connect resource provisioning, environment management, and repeatable deployments across multiple environments
• Develop Lambda functions and microservices in Java and Python for contact flow logic, CTR processing, real-time event handling, and backend integrations
• Implement Amazon Connect Contact Lens for real-time and post-call analytics, sentiment analysis, supervisor alerting, and quality management
• Configure Amazon Connect Customer Profiles to unify customer data from multiple banking systems
• Implement Amazon Connect Cases for end-to-end case management across banking service requests
• Design workforce management strategies using Amazon Connect forecasting, capacity planning, and agent scheduling
• Set up and configure AWS services in line with best practices for contact center operations
• Build CI/CD pipelines for contact flow deployment, Lambda function releases, and Terraform-managed infrastructure changes
• Coach customers and partner teams to be self-sufficient in managing their Amazon Connect environments

Knowledge Sharing & Innovation

• Create and apply frameworks, methods, best practices, and artifacts specific to Amazon Connect implementations in financial services
• Share knowledge within the organization through mentoring, training, and creating reusable contact center artifacts
• Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
• Publish and present contact center solutions in large forums and across various media platforms
• Create and maintain runbooks, architecture decision records, and operational documentation

Required Skills & Experience

• 5+ years hands-on experience with Amazon Connect across production deployments at scale
• Deep expertise across all Amazon Connect service domains: contact flows, routing, agent workspace, Contact Lens, Customer Profiles, Cases, Lex integration, outbound campaigns, forecasting/scheduling, and analytics
• Strong software development skills in Java (Spring Boot, AWS SDK for Java) for building scalable backend services, Lambda functions, and integration components
• Strong software development skills in Python (Boto3, AWS SDK for Python) for automation, Lambda functions, data processing, and scripting
• Proficiency in Terraform for infrastructure-as-code, including module development, state management, workspace strategies, and CI/CD integration for Amazon Connect and supporting AWS resources
• Strong background in AWS services commonly paired with Connect: Lambda, Lex, Polly, Kinesis, DynamoDB, S3, EventBridge, Step Functions, CloudWatch, IAM, KMS, Secrets Manager, SageMaker, Transcribe, Comprehend, and Translate
• Experience with telephony concepts: SIP, PSTN, DID management, number porting, carrier integration, and DTMF handling
• Proven track record of contact center migrations from legacy platforms to Amazon Connect
• Experience with CI/CD pipelines for contact flow deployment, application releases, and infrastructure management
• Familiarity with financial services regulatory requirements: PCI-DSS, SOC 2, GDPR, CCPA, and banking-specific compliance frameworks
• Comfortable operating in large enterprise environments with formal change management, governance, and security review processes

Preferred Qualifications

• AWS certifications: Solutions Architect Professional, DevOps Engineer Professional, or Specialty certifications
• Experience with Amazon Connect in regulated financial services environments
• Background in conversational AI design — intent modeling, utterance training, slot management, and multi-turn dialog flows with Amazon Lex
• Experience with real-time streaming and analytics using Kinesis Data Streams and Kinesis Data Firehose for CTR and agent event processing
• Knowledge of Amazon Connect APIs for programmatic instance management, contact flow versioning, and metric extraction
• Experience with Amazon Connect Global Resiliency for multi-region failover
• Experience with third-party integrations: workforce management tools, speech analytics platforms, screen recording, and CRM connectors
• Background in contact center operations — WFM, quality assurance, and performance management
• Experience with Terraform modules for Amazon Connect (community or custom), including managing connect instances, contact flows, and associated resources as code
• Familiarity with additional IaC tools such as AWS CDK or CloudFormation alongside Terraform
• Experience building event-driven architectures in Java or Python for real-time contact center data processing
• Contributions to open-source projects related to Amazon Connect, contact center tooling, or AWS SDKs

Key Skills

Education

Any Gradute