Contact Center Platform Devops Lead Irving

Job Role : Contact Center Platform & Amazon Connect

Location: Irving, TX or Tampa, FL - Hybrid

Duration: Long Term

Job Overview:

We are seeking a hands-on Contact Center Platform & DevOps Lead to lead the technical evolution of our enterprise customer engagement platform. You will transition our Amazon Connect ecosystem from manual configurations into a mature, version-controlled environment driven by Infrastructure as Code (IaC) and CI/CD pipelines.

This role bridges AWS solution architecture, serverless engineering, software delivery, and enterprise integrations.

Core Responsibilities

• Connect & Serverless Engineering: Design and build scalable architectures using Amazon Connect, AWS Lambda, DynamoDB, S3, Lex, and Contact Lens for voice, chat, and self-service automation.
• DevOps & IaC: Own the CI/CD strategy. Build repeatable multi-environment pipelines (Sandbox Dev Prod) using Git and Octopus Deploy, and manage resources via Terraform, CDK, or CloudFormation.
• Enterprise Integration: Architect API-driven, event-driven, and CTI integrations between Amazon Connect, Salesforce Service Cloud, and backend systems.
• Operations & Drift Control: Eliminate manual changes, build CloudWatch monitoring dashboards, write operational runbooks, and automate configuration drift detection.
• Team Enablement: Establish modern engineering standards, conduct code reviews, and mentor contact center engineers in software delivery and automation practices.

Key Requirements

Required Experience

• Amazon Connect Expertise: Extensive hands-on experience designing, deploying, and supporting enterprise Connect solutions.
• AWS Serverless: Proven track record with Lambda, event-driven designs, REST APIs, IAM, and security hardening.
• CI/CD & IaC: Practical experience with Git, Octopus Deploy (or similar), and Infrastructure as Code (Terraform/CloudFormation).
• Scripting/Development: Strong coding skills in Python, PowerShell, Bash, TypeScript, or C#/.NET.

Preferred Experience

• Deep Salesforce Service Cloud & CTI integration.
• Experience with Amazon Bedrock, Q in Connect, and Conversational AI.
• Multi-account AWS environments, Docker, and automated testing frameworks.