Lead Consultant

Job Summary

What will you do:
you will be responsible for optimizing Amazon Connect development, deployment and maintenance. With focus on Amazon Connect Contact Centre, surrounding AWS services as well as Terraform and GitLab, your role will be pivotal in ensuring our systems are reliable, scalable, and aligned with agile principles, enabling us to deliver the highest quality solutions to our customers and rapid onboarding of business units.

Key Responsibilities

• Amazon Connect Management: Configure, manage, and optimize Amazon Connect and surrounding AWS service (completely as code) for our contact centre operations, ensuring smooth customer interactions and efficient omnichannel contact routing.

• Infrastructure as Code (IaC): Leverage Terraform to implement infrastructure as code practices, automating the provisioning and scaling of resources on AWS within our AWS Landing Zones.

• CI/CD Pipelines: Develop and maintain robust CI/CD pipelines using Terraform and GitLab, facilitating seamless and automated software delivery.

• Monitoring, Scaling and Observability: Implement monitoring solutions for our systems and use data-driven insights to make scaling decisions, ensuring optimal performance of the platform and mitigation of any issues that may occur.

• Security and Compliance: As a part of a regulated business, you will look to continually improve security measures and ensure compliance with both industry and internal standards, working regularly with our landing zone, security, and compliance teams to review and improve security policies.

• Agile Collaboration: Collaborate closely with development and operations teams to foster an agile mindset, promote DevOps practices, and facilitate rapid and reliable software releases.

• Documentation: Maintain clear and up-to-date documentation of configurations, processes, and best practices.

• Problem Resolution: Respond to and resolve technical issues in a timely manner, collaborating with cross-functional teams to address root causes.

Skill Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• AWS Certified Associate Architect / Sysops Administrator (Essential)

• 5yr Contact Centre Technology experience (ACD Routing, Skills based routing, etc) with a demonstratable knowledge of contact centre operations and metrics.

• 5yr Proven experience as a customer facing Amazon Connect DevOps Engineer.

• 5yrs Proven experience supporting and maintaining Amazon Connect completely as code via pipelines (without access to console, AWS CLI, or direct access to production environment)

• 5yrs Expert Proficiency with Terraform Infrastructure as Code deployments into AWS for the following Amazon Services (and associated configurations of):

Amazon Connect

• DynamoDB

• Lambda Functions

• IAM

• Kinesis Streams

• API Gateway

• Lex

• S3 Storage

SQS message bus queuing

Other Requirements

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