Technical Lead - AWS Integration Services

About the role

We are looking for a Technical Lead to drive the design, development and operation of Amazon Connect and related cloud integration services. You will work within TCS Australia’s sustainability‑focused environment, delivering innovative contact‑center solutions that leverage AWS, Salesforce and Generative AI technologies.

Key responsibilities

• Design, develop and administer Amazon Connect solutions, including contact flows, routing profiles, queues and omnichannel experiences.
• Implement and support CCaaS platforms across voice, chat and messaging channels.
• Build serverless applications using AWS Lambda (Python), API Gateway and event‑driven architectures.
• Integrate Amazon Connect with Salesforce Service Cloud Voice.
• Create and maintain Infrastructure as Code with Terraform and automate deployments via CI/CD pipelines.
• Lead solution architecture, documentation and platform engineering activities.
• Troubleshoot complex issues across Amazon Connect, AWS services, Salesforce and integrated contact‑center platforms.
• Implement Generative AI solutions such as Amazon Q, prompt engineering, RAG architectures and AI governance.
• Ensure platform security, scalability, reliability, observability and operational excellence.
• Provide technical leadership, mentor engineers and oversee end‑to‑end delivery from development to production and BAU transition.

Required profile

• Proven experience designing and operating Amazon Connect or similar contact‑center solutions.
• Strong background in AWS serverless services and Python development.
• Hands‑on experience with Salesforce Service Cloud Voice integrations.
• Expertise in Terraform, Git and CI/CD pipeline implementation.
• Knowledge of Generative AI concepts, Amazon Q and prompt engineering.
• Solid understanding of solution architecture, security and performance best practices.

Required skills

• Amazon Connect administration & engineering
• AWS Lambda, API Gateway, serverless & event‑driven architecture
• Python programming
• Salesforce & Service Cloud Voice integration
• Terraform, Git, CI/CD
• Generative AI, Amazon Q, prompt engineering, RAG
• Solution architecture & technical leadership
• Contact‑center operations & troubleshooting