Amazon Connect Technical Lead, Contact Center
WillowTree10 months ago
Responsibilities
- 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 is a digital product consultancy that designs and builds mobile apps, websites, and omnichannel experiences for large enterprises and consumer brands. Its services include custom app development, web development, marketing automation, and data/AI integrations, delivered as fee-for-service consulting. Headquartered in Charlottesville, VA, WillowTree is part of TELUS Digital and has worked with clients such as T-Mobile and Marriott.