AI-Driven Cloud Lead for Contact Center Modernization

Usbank; Hopkins (MN); On-site; USD 133,000 - 157,000; Full time

Job summary

U.S. Bank is seeking an experienced engineer to lead the modernization and transformation of enterprise Contact Center platforms, delivering scalable, AI-powered solutions and seamless integrations with CRM and telephony systems.

You will drive cloud adoption (AWS, Bedrock, Connect Lens), design fault-tolerant architectures, and collaborate with Product and Architecture leaders to align technology with business goals. This role requires 3+ days on-site in the U.S.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Six to eight years of relevant experience.

Responsibilities

• Lead the modernization and transformation of enterprise Contact Center platforms, ensuring uninterrupted business operations and service availability.
• Drive the adoption of AWS cloud technologies, Generative AI, AWS Bedrock, and Amazon Connect Contact Lens to improve platform capabilities and customer experiences.
• Design and influence scalable, resilient, and fault-tolerant architectures leveraging multi-AZ and multi-region AWS environments.
• Architect and support AWS-based Contact Center solutions utilizing Amazon Connect, serverless technologies, and cloud-native services.
• Lead complex integrations across CRM platforms, telephony systems, data platforms, and other critical enterprise applications.
• Design and deliver AI-powered Contact Center solutions, including Conversational AI, virtual assistants, voice/chat bots, and Agent Assist capabilities.
• Develop and implement Agentic AI workflows, including multi-agent orchestration, tool integration, and intelligent automation solutions.
• Establish and enforce engineering best practices related to software design, code quality, security, performance, and operational excellence.
• Partner with Product, Architecture, Operations, and Business Leaders to align technology strategy and delivery with organizational objectives.
• Lead incident management, platform reliability initiatives, and continuous improvement efforts while supporting delivery across blended employee, contractor, and vendor teams.

Skills

AWS

Amazon Connect

Lambda

API Gateway

DynamoDB

S3

Kinesis

IAM

Java

Python

Node.js

React

Generative AI

Education

Bachelor’s degree, or equivalent work experience

Tools

Terraform

Kubernetes

Spring Boot

Tibco

Job description

U.S. Bank is seeking an experienced engineer to lead the modernization and transformation of enterprise Contact Center platforms, delivering scalable, AI-powered solutions and seamless integrations with CRM and telephony systems.

You will drive cloud adoption (AWS, Bedrock, Connect Lens), design fault-tolerant architectures, and collaborate with Product and Architecture leaders to align technology with business goals. This role requires 3+ days on-site in the U.S.