Spearhead the development of custom software solutions, transforming systems and applications through expert coding and enhancement. Leverage modern frameworks and agile methodologies to deliver scalable, high-performance solutions precisely tailored to unique business requirements. This role involves building AI-driven IVR solutions within Amazon Connect, with a focus on prompt engineering, agent assist features, and seamless screen pop integrations.

Ownership extends to validating prompt logic, ensuring code quality, and supporting operational runbooks for deployment, monitoring, and the ongoing success of AI-powered contact center initiatives.

Lead a team dedicated to designing, developing, and implementing cloud-based contact center transformations using platform-led solutions across enterprise environments. Drive business development by managing proposal responses to client RFPs and RFIs, ensuring a continuous pipeline of strategic opportunities. Collaborate with market unit leaders to identify client needs, define talent requirements, and align capability development. Foster practice growth through active talent acquisition, nurturing, and upskilling team members.

Deliver complex contact center transformation programs by engaging clients and internal teams in solution design, requirement analysis, and backlog grooming. Provide regular demos to stakeholders to ensure alignment and transparency throughout the project lifecycle.

A minimum of 3 to 5 years of hands-on experience with Amazon Connect Contact Center is essential. Candidates should possess significant experience in large-scale business or operational transformation projects and a strong understanding of the contact center technology landscape. Familiarity with the AWS Cloud platform and services, including Solution Architect skills, is required. Deep expertise in Amazon Connect features and related AWS services like Lex, Pinpoint, Transcribe, and Comprehend is crucial. Experience with API integrations for platforms such as Salesforce, Service Now, and Bot platforms is necessary.

Candidates must demonstrate the ability to understand and address customer challenges distinctively. Strong communication, program management, and people management skills are expected. A solid foundation in AWS contact center services, including Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex, is mandatory. In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes is also required.