Amazon Connect Technical Lead, Contact Center
WillowTreeResponsibilities
- Define end-to-end system designs and create blueprints for IVR and voice workflows, omnichannel routing, ticket lifecycles, and integrations.
- Own and finalize the Technical Design Document and govern technical architecture decisions.
- Approve configuration changes and custom application deployments while driving complex technical issues to resolution.
- Lead and mentor application and quality engineers and provide strategic technical oversight.
- Serve as the primary technical consultant to clients through discovery sessions, design workshops, demonstrations, and configuration reviews.
- Coordinate testing of agent, customer, and business experiences and validate test cases with quality engineers.
- Align technical delivery among the project manager, client, and technical team while identifying scope creep and technical blockers.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- At least 5 years of experience in contact-center solutions, including at least 4 years in a technical leadership or architect role for CCaaS deployments.
- Experience designing complex, scalable, and resilient omnichannel customer-experience solutions using Amazon Connect and AWS services.
- Deep experience integrating Amazon Connect and AWS with external CRM, WFM, and ERP systems.
- Proficiency in contact-center reporting, analytics, and platform data consistency.
- Ability to lead technical discovery, demonstrate solutions, mentor junior staff, and translate business requirements into technical specifications.
- Preferred AWS Professional Certification(s), including AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, or AWS Certified Developer – Associate.
- Preferred experience leading migrations from Salesforce Service Cloud, Five9, or Genesys.
- Strong programming skills in Python, Java, or Node.js.
About WillowTree
WillowTree has rebranded to TELUS Digital! TELUS Digital partners with the world’s most customer-centric brands to help them orchestrate winning experiences across the customer journey. Experiences that are personalized, on-brand, and consistent across channels and platforms. Experiences that can both drive customer delight and reduce operating costs. Our lean, global teams minimize the time from idea to outcome, with a relentless emphasis on ROI. We design and build mobile apps and websites, launch personalized and automated marketing campaigns, and do it all with the latest in Generative AI and machine learning. Our client roster spans verticals and company sizes - from the Fortune 500 of today, to the Fortune 500 of tomorrow. Select clients include T-Mobile, Marriott, Allianz, Dexcom, PepsiCo, FOX Sports, Synchrony Financial, Domino’s, and Manulife.