Senior AWS Connect Engineer & Technical Lead

Trianz is a leading-edge technology platforms and services company that accelerates digital transformations at Fortune 100 and emerging companies worldwide. We are seeking a highly experienced AWS Connect Engineer & Technical Lead to architect and lead complex contact center transformations while establishing robust monitoring, automation frameworks.

Requirements

• Design & implement enterprise-scale AWS Connect transformations
• Architect complex omnichannel platforms supporting agents across multiple regions
• Design high-availability, disaster-resistant contact center solutions
• Deep understanding and hands-on experience with the Amazon Connect platform, including contact flows, routing, and integrations.
• Implement architectural standards and best practices for enterprise contact center deployments
• Lead development of sophisticated Lambda-based contact flow logic and AI integrations
• Design and implement advanced Amazon Lex conversational AI and sentiment analysis solutions
• Create reusable frameworks and accelerators for rapid contact center deployment
• Building integrations across WFM, CRM (Salesforce, ServiceNow, Zendesk) and other similar systems
• Design auto-scaling architectures supporting variable agent loads (1K-20K+ concurrent)
• Implement advanced performance monitoring and capacity planning for enterprise scale
• Lead complex troubleshooting of multi-system integration issues and performance bottlenecks
• Develop enterprise-grade CloudFormation/Terraform modules and frameworks
• Implement sophisticated CI/CD pipelines for multi-environment contact center deployments
• Design and implement automated governance and compliance frameworks
• Design & implement zero-downtime deployment strategies for mission-critical contact center operations
• Implement observability strategies for enterprise contact center ecosystems
• Design & implement custom monitoring solutions
• Masters or Engineering degree
• 13-15 years total experience, with at least 3–5 years of deep hands-on work experience with enterprise AWS Connect implementations and optimization