About us:
Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning.
We are seeking a highly skilled Technical Lead with expertise in AWS, specifically Amazon Connect, to help with our customer's cloud transformation. As the Technical Lead, you will play a pivotal role in driving the end-to-end management and successful implementation of our customer's migration to Amazon Connect.
Your strong technical background, AWS knowledge, and experience in contact centre transformations will be essential in ensuring a seamless transition for our customer.
Required Skills:
* Bachelor's degree in Computer Science, Engineering, or a related technical field
* Proven experience as a Technical Lead or similar role, specifically with AWS and implementation of Amazon Connect in contact centre environments
* Strong knowledge and hands-on experience with AWS services, including but not limited to Amazon Connect, Lambda, EC2, S3, RDS, DynamoDB, CloudFormation, IAM, CloudWatch, and CloudTrail
* Experience in implementing and managing contact centre solutions, including telephony systems, IVR, ACD, CRM integration, call recording, and reporting/analytics
* Familiarity with networking principles, security protocols, and data privacy regulations related to contact centre operations
* Excellent problem-solving and troubleshooting skills, with the ability to troubleshoot complex technical issues across various components of the solution stack
* Strong leadership and communication skills to effectively collaborate with technical and non-technical stakeholders
* Ability to manage multiple priorities, meet deadlines, and adapt to changing project requirements in a dynamic environment
* AWS certifications, such as AWS Certified Solutions Architect – Associate, AWS Certified Developer – Associate, or AWS Certified SysOps Administrator, would be highly advantageous but not mandatory
Key responsibilities & duties include:
* Serve as the primary technical point of contact on the project and subject matter expert for AWS
* Lead the technical planning, design, and implementation of the Amazon Connect project, ensuring adherence to industry best practices and customer requirements
* Collaborate closely with stakeholders, including business leaders, IT teams, and project managers, to understand technical requirements and translate them into actionable plans
* Create and execute a comprehensive technical roadmap, outlining milestones, deliverables, and timelines to ensure successful project delivery
* Provide technical guidance to a cross-functional team throughout the implementation process
* Conduct in-depth analysis of existing contact centre infrastructure, systems, and workflows to identify opportunities for optimization and integration with the Amazon Connect solution
* Develop and maintain technical documentation, including architecture blueprints, troubleshooting guides, and standard operating procedures for the Amazon Connect deployment
* Collaborate with external vendors and partners, when necessary, to ensure seamless integration of third-party systems with Amazon Connect
* Stay updated with the latest AWS services, features, and architectural principles, leveraging them to enhance the Amazon Connect solution and overall customer experience
* Provide technical expertise, guidance, and support to address any challenges or issues that may arise during the implementation process
* Monitor and ensure the overall performance, stability, and security of the Amazon Connect solution, proactively identifying and resolving any technical issues that may impact operations
What's in it for you:
* An opportunity to join a fast-growing company
* Options for career advancement
* Learning and development opportunities
* Flexible working environment
* Competitive rates based on experience
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