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TELUS Digital · 1 month ago

Amazon Connect Technical Lead, Contact Center

Boston, MA

Full-time

Hybrid

Senior Level

5+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, a major telecommunications provider. The Amazon Connect Technical Lead will be responsible for leading technical project delivery teams and ensuring the implementation of robust and scalable solutions using Amazon Connect and AWS services.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

Design & Architecture Governance: Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document

Technical Decision Authority: Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution

Team Leadership & Client Consultation: Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews

Quality Assurance Support: Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences

Project Delivery Alignment: Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team

Qualification

Amazon ConnectAWS servicesArchitectural DesignIntegration ExpertiseData & ReportingAWS CertificationConsultative & MentorshipProgramming skills

Required

Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience

5+ years of experience in contact center solutions

At least 4 years in a technical leadership or architect role for CCaaS deployments

Proven ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Amazon Connect and AWS Services

Deep experience architecting and implementing seamless integrations between Amazon Connect / AWS and external systems (e.g., CRM, WFM, ERP)

Proficiency in contact center reporting, analytics, and ensuring data consistency across the platform

Ability to lead technical discovery, provide solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications

Preferred

AWS Professional Certification(s) (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, AWS Certified Developer – Associate)

Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys)

Experience with Amazon Connect / AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.)

Hands-on experience with other CCaaS solutions is a strong asset

Strong programming skills in Python, Java, or Node.js