Senior Technical Lead

Experienced Senior Technical Lead with expertise in Amazon Connect, AWS cloud technologies, and Contact Center as a Service (CCaaS) solutions. Proven track record in leading end-to-end delivery of contact center transformation programs, including solution architecture, IVR modernization, cloud migrations, system integrations, production support, and AI-driven customer experience initiatives. Skilled in stakeholder management, technical leadership, program governance, and driving scalable, resilient, and cost-effective customer engagement platforms aligned to business objectives

Lead the design, development, and implementation of Amazon Connect contact center solutions.Provide technical leadership for IVR, routing strategies, contact flows, and AWS integrations.Translate business requirements into scalable and secure technical solutions.Collaborate with architects, developers, QA teams, and stakeholders to deliver project objectives.Drive solution design reviews, code reviews, and technical best practices.Support release planning, deployment activities, and production issue resolution.Perform root cause analysis and implement improvements to enhance platform stability and performance.Mentor team members on Amazon Connect, AWS services, and contact center technologies

Amazon Connect Architecture & Solution DesignIVR Design, Contact Flows & Routing StrategiesAWS Services (Lambda, Lex, S3, DynamoDB, CloudWatch, IAM)

Technical Leadership, Mentoring