Lead Consulting Engineer Amazon Connect

About The Job:

• The Lead Consulting Engineer – Client Connect will support the CDW Managed Application Services practice, providing technical leadership, architectural direction, and advanced operational support for enterprise Client Connect managed services engagements.
• This role is designed for a senior technical lead with 10+ years of AWS Cloud experience, including 4–5+ years of hands-on Client Connect delivery, who operates beyond individual contribution and takes ownership of solution architecture, DevOps enablement, delivery governance, and team mentorship.
• The Lead Consulting Engineer focuses on complex client environments, leads proactive consulting engagements, drives service maturity, and partners with internal teams to ensure scalable, secure, and operationally resilient Client Connect solutions.
• This position remains client-facing and requires strong consulting, communication, and leadership capabilities.

Essential Job Functions:

• Provide technical support, in-depth expertise, architectural leadership and proactive advisory guidance on client engagements
• Client, define and deliver roadmaps, strategies and solutions, educating the client and internal teams as appropriate throughout the life of client engagements and AWS – Client Connect roadmaps
• Regularly interface with technical and business staff of client, including the managed services engagement sponsors and stakeholders
• Conduct / 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 Client Connect environment 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 on-going technical problems through problem management
• Provide technical oversight on service delivery accuracy and quality
• Perform and lead new client technical onboarding.
• This includes reviewing and documenting client environments, policies and related processes as they pertain to the scope of services and the client environment.
• Partner with engineering teams and clients to ensure smooth onboarding and ongoing production support for managed services.
• Create and maintain RunBooks (for example: daily operations guides, troubleshooting instructions and knowledge articles)
• Work with Managers, Coworkers, Project Managers and Clients to manage expectations and timelines to ensure expectations and commitments are being 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 Client Connect clients, instances, architectures, configurations, and customizations.
• Stay abreast of the latest contact center technologies and Client Connect services advancements.
• Contribute to the continuous improvement of our managed services offerings.

Qualifications:
Education and/or Experience Qualifications

• Bachelor’s degree in business, computer science, a related technical degree or equivalent
• Seven years’ experience delivering complex technical Client Connect solutions including planning, development, implementation and on-going support.
• Required Qualifications
• Minimum 4 to 5 years of experience in Client connect and overall 10 years of experience in AWS cloud platform.
• In-depth knowledge of Client 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, Client 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, Client Pinpoint).
• Experience with integrating Client Connect with other AWS services and enterprise systems (Salesforce, Zendesk, Genesys, etc.).
• Expertise in DevOps methodoliges, CI/CD piepleine, 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.

• 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.

• 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.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

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