Contact Center Platform & DevOps Lead

Quick Facts

• Role: Contact Center Platform & DevOps Lead

• Focus: Amazon Connect platform modernization and DevOps/automation

• Work mode: Hybrid (Irving, TX or Tampa, FL)

• Duration: Long term

Description

Lead the technical evolution of an enterprise customer engagement platform, transitioning the Amazon Connect ecosystem from manual configurations to a version-controlled Infrastructure as Code approach with CI/CD pipelines. You will design scalable Connect and serverless architectures, manage multi-environment deployments, and implement monitoring, runbooks, and configuration drift detection. The role bridges AWS solution architecture, serverless engineering, software delivery, and enterprise integrations.

Responsibilities

• Design and build scalable architectures using Amazon Connect and AWS serverless services (Lambda, DynamoDB, S3, Lex, Contact Lens) for voice, chat, and self-service automation

• Own CI/CD strategy and build repeatable pipelines across Sandbox → Dev → Prod using Git and Octopus Deploy (or similar)

• Manage resources via Terraform, CDK, or CloudFormation

• Architect API-driven, event-driven, and CTI integrations between Amazon Connect, Salesforce Service Cloud, and backend systems

• Eliminate manual changes; create CloudWatch monitoring dashboards; write operational runbooks; automate configuration drift detection

• Establish modern engineering standards, perform code reviews, and mentor contact center engineers on software delivery and automation

Requirements

• Extensive hands-on Amazon Connect expertise designing, deploying, and supporting enterprise solutions

• Proven AWS serverless experience (Lambda, event-driven designs, REST APIs, IAM, security hardening)

• Practical CI/CD and Infrastructure as Code experience using Git, Octopus Deploy (or similar), and Terraform/CloudFormation

• Strong scripting/development skills in Python, PowerShell, Bash, TypeScript, or C#/.NET

• Experience supporting enterprise operations and transitioning from manual to automated, version-controlled configurations

Benefits

• Long-term, hands-on leadership role driving platform modernization and automation

• Opportunity to work across AWS serverless, DevOps, and enterprise contact center integrations