Technical Lead

Infinite Computer Solutions Ltd.

632 , Pakistan

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Posted 5 hours ago Report Job

We are looking for a skilled AWS Connect Engineer to design, operate, and optimize the Amazon Connect contact center platform within a multi-tower service desk environment. This role blends technical expertise in contact flow design, IVR configuration, and AI-driven quality evaluation with strong analytical abilities in SQL and AWS reporting. The successful candidate will manage the full lifecycle of the Connect platform, including configuration, routing, integrations, quality assurance, and metrics. They will support various queues such as TSD-L1, TSD-L2, Clinical Service Desk, and Enhanced/C-Suite support, while delivering actionable insights through comprehensive reporting and analytics for leadership decision-making.

Key Responsibilities

Amazon Connect – Design & Configuration
Design, build, and maintain inbound contact flows, IVR menus, prompts (leveraging S3, TTS, SSML), hours of operation, holidays, and error handling. Configure routing profiles, queues, quick connects, and implement multi-queue fallback and overflow logic across service towers. Manage agent experience by administering security profiles, user accounts, agent hierarchies, and the Contact Control Panel workspace. Utilize Amazon Connect Data Tables for dynamic, no-code operational changes such as outage announcements and holiday flags. Oversee telephony management including claiming and managing DIDs/toll-free numbers and coordinating carrier porting.

Quality, AI & Contact Lens
Enable and configure Contact Lens for conversational analytics, including post-call analysis, category rules, sentiment detection, and data redaction. Develop and maintain agent evaluation forms featuring generative AI scoring and rule-based automation. Support quality assurance calibration between AI and human reviewers, tuning evaluation logic and thresholds to ensure accuracy.

Integrations
Integrate Amazon Connect with ITSM tools such as ServiceNow for screen-pop, ticket creation, and resolver-group routing. Collaborate with identity and collaboration platforms including Active Directory/Entra ID and Microsoft Teams. Develop and maintain AWS Lambda functions to support contact flows and automation tasks.

Reporting, Metrics & Analytics
Create, schedule, and maintain historical and real-time reports using built-in Connect reporting and S3 exports. Programmatically retrieve queue and agent metrics via the GetMetricDataV2 API, focusing on service levels, ASA, AHT, and abandonment rates. Enable and query the Connect analytics data lake using Athena SQL for contact-level accuracy, including true-abandonment calculations. Build serverless pipelines for automated KPI computation and report distribution using EventBridge, Lambda, SES, and SNS. Prepare datasets for BI dashboards in Amazon QuickSight and/or Power BI, ensuring data integrity and defensible metrics.

Operations & Governance
Support go-live ramp-up and post-launch stabilization phases. Follow least-privilege and change-control best practices, thoroughly documenting configurations and runbooks. Translate business and operational requirements into Connect configurations and reporting, presenting findings clearly to PMO and executive stakeholders.

Required Qualifications

Extensive hands-on experience with Amazon Connect contact flows, routing profiles, queues, IVR, Contact Lens, evaluation forms, Data Tables, prompts, and multi-tower routing designs. Strong proficiency in SQL for analytical queries (Athena/Presto-Trino preferred). Experience with AWS Lambda (Python or Node.js), IAM policies, Amazon S3, EventBridge, SES/SNS, and Connect metrics APIs. Familiarity with Connect analytics data lake, AWS Glue, and Lake Formation. Competence in BI tools such as Amazon QuickSight and/or Microsoft Power BI. Advanced Excel skills for data validation and ad-hoc analysis. Experience integrating Connect with ServiceNow and knowledge of AWS CLI, CloudFormation, or Terraform is a strong plus. Exposure to Amazon Lex, Kinesis, Active Directory/Entra ID, and Microsoft Teams integrations. Excellent communication skills to explain complex metrics to non-technical leadership. Detail-oriented with a strong focus on data accuracy and validation. Ability to work collaboratively across multiple locations and time zones under PMO governance.

Preferred Qualifications and Benefits

AWS certifications such as AWS Certified Cloud Practitioner or Solutions Architect – Associate, along with any Amazon Connect specialty training. Prior experience in IT Service Desk, ITIL environments, or healthcare contact centers. Bachelor’s degree in computer science, IT, or equivalent practical experience.

Success within the first 90 days includes documenting existing Connect configurations, delivering trusted KPI reports on key metrics like offered calls, ASA, AHT, and true abandonment rates, stabilizing automated reporting pipelines, and implementing at least one operational improvement such as outage announcements or AI evaluation tuning. This role offers the opportunity to lead technical innovation in a critical contact center platform, directly impacting service quality and operational efficiency at a senior level.