Responsibilities
- Design full lifecycle cloud solutions on AWS tailored for digital contact center platforms using Amazon Connect
- Develop custom chat interfaces and agent workspaces leveraging serverless functions, API management, and modern web technologies
- Create scalable, event-driven system architectures in alignment with AWS best practices and cloud optimization guidelines
- Deploy generative AI capabilities using managed services and open-source large language models
- Collaborate with AI and machine learning teams to embed intelligent automation into customer service workflows
- Manage identity permissions, virtual networks, monitoring tools, and logging systems across cloud environments
- Enforce security policies and governance requirements consistent with enterprise standards
- Connect Amazon Connect platforms with external CRM platforms and business applications
- Build real-time data streaming interfaces, event processing logic, and reporting endpoints
- Lead collaboration across engineering, operations, and product development teams to deliver integrated solutions
- Ensure technical direction supports business objectives and enhances customer journey outcomes
