Lead Consultant-Amazon Connect

CDW UK; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

CDW UK is seeking a Lead Consulting Engineer - Amazon Connect in Bengaluru, India. This role requires providing technical leadership and support for Amazon Connect managed services. Candidates should have significant experience in AWS and a strong understanding of contact center technologies.

Responsibilities include managing client engagements, developing solutions, and ensuring the smooth onboarding of IT services. Candidates with hands-on experience in various AWS services and programming languages like Node.js and Python are preferred.

Qualifications

• 7 years’ experience delivering complex Amazon Connect solutions.
• Expertise in contact center technologies including telephony and IVR.
• Ability to work weekends and/or off hours as necessary.

Responsibilities

• Provide technical support and architectural leadership.
• Lead client's technical onboarding and document processes.
• Conduct performance assessments to identify areas of improvement.

Skills

Amazon Connect experience

AWS Cloud platform experience

Node.js

Python

Problem-solving skills

Agile environments

Education

Bachelor's degree in a related technical field

Tools

AWS Lambda

S3

API Gateway

Terraform

CloudFormation

Job description

Lead Consulting Engineer – Amazon Connect

Provides technical leadership, architectural direction, and advanced operational support for enterprise Amazon Connect managed services engagements.

Key Areas of Responsibility

• Provide technical support, in-depth expertise, architectural leadership, and proactive advisory guidance on client engagements
• Discover, define, and deliver roadmaps, strategies, and solutions, educating the client and internal teams throughout the life of engagements and AWS – Amazon Connect roadmaps
• Regularly interface with technical and business staff of client, including managed services engagement sponsors and stakeholders
• Conduct and lead workshops for complex designs to meet client, business and technical objectives
• Manage time and expense to meet or exceed expectations defined in the client contracts
• Provide high-quality content deliverables using the appropriate document templates
• Ensure Amazon Connect environments are configured as designed to the client's satisfaction and approval
• Lead complex incident and service request support
• Proactively develop plans and activities to avoid delivery problems
• Lead the resolution of complex ongoing technical problems through problem management
• Provide technical oversight on service delivery accuracy and quality
• Perform and lead new client technical onboarding, reviewing and documenting client environments, policies and related processes
• Partner with engineering teams and clients to ensure smooth onboarding and ongoing production support for managed services
• Create and maintain runbooks (e.g., daily operations guides, troubleshooting instructions, and knowledge articles)
• Work with managers, coworkers, project managers, and clients to manage expectations and timelines, ensuring commitments are met
• Identify and communicate potential cross‑selling opportunities to the sales team
• Lead the discovery and write up of technical proposals
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management
• Report project/task status as part of internal and client meetings
• Provide production support, including troubleshooting, debugging, monitoring, and maintenance using tools like Splunk, Datadog, CloudWatch, and ScienceLogic
• Conduct performance assessments and identify areas of improvement as required in the client environment
• Handle multiple Amazon Connect clients, instances, architectures, configurations, and customizations
• Stay abreast of the latest contact center technologies and Amazon Connect service advancements
• Contribute to the continuous improvement of the managed services offerings

Education and/or Experience Qualifications

• Bachelor’s degree in business, computer science, a related technical degree, or equivalent
• Seven years’ experience delivering complex technical Amazon Connect solutions including planning, development, implementation, and ongoing support

Required Qualifications

• Minimum 4 to 5 years of experience in Amazon Connect and overall 8 years of experience in AWS cloud platform
• In-depth knowledge of Amazon Connect features and services (contact flows – voice and chat)
• Configure and manage queues, routing profiles, and agent setups
• Hands‑on experience with AWS services, including IAM, AWS Lambda, S3, Amazon Lex, API Gateway, and DynamoDB. Experience with CI/CD tools (CodePipeline, GitHub Actions), version control (Git/Bitbucket), and container orchestration (ECS, EKS, Fargate)
• Expertise in contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting
• Experience in chat/messaging integrations (WhatsApp, SMS, Amazon Pinpoint)
• Experience with integrating Amazon Connect with other AWS services and enterprise systems (Salesforce, Zendesk, Genesys, etc.)
• Expertise in DevOps methodologies, CI/CD pipelines, and automation tools
• Strong understanding of cloud‑based contact center solutions and architectures
• Experience with application monitoring tools and performance assessments
• Ability to work weekends and/or off hours as necessary to meet clients' needs
• Proficiency in programming languages, especially Node.js and Python

Required Soft Skills

• Excellent troubleshooting and problem‑solving skills
• Strong communication and interpersonal skills with the ability to effectively collaborate with cross‑functional teams
• Ability to work in Agile environments
• Team collaboration and ownership mindset
• Excellent customer‑facing skills that include conducting compelling technical briefings & demonstrations

Good to Have Skills

• Knowledge of developer tooling across the software development life cycle (task management, source code, building, deployment, operations, real‑time communication)
• Familiarity with Terraform / CloudFormation (IaC)
• ITIL certification, AWS certifications (Associate, Professional, Specialty) or relevant contact center certifications preferred

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.