Technical Lead – CCaaS & Agentic AI Amazon Connect

Location: Toronto, Ontario

We are seeking a Technical Lead to provide end-to-end technical leadership for contact center modernization and Agentic AI initiatives. This is a high-impact role where you will own the Amazon Connect architecture, design sophisticated agentic workflows, and oversee complex cloud integrations.
You will lead activities from design through to deployment, guiding multidisciplinary teams to deliver scalable, secure, and production-ready solutions that merge traditional CCaaS with the next generation of AI capabilities.

Special Perks:
This role offers a hybrid work model, balancing the collaboration of an office environment with the flexibility of working from home.

Must Have Skills:
• Technical Architecture & Design: Own the end-to-end CCaaS architecture, ensuring all Amazon Connect components and cloud integrations are scalable and secure.
• Agentic Workflow Ownership: Lead the development of agentic AI workflows, including advanced Lex bot orchestration and Generative AI integrations.
• Design-to-Deployment Leadership: Oversee the full technical lifecycle, moving solutions from initial conceptual design to successful production deployment.
• Cloud Integration & Security: Manage complex integrations with third-party APIs, CRMs (Salesforce/ServiceNow), and AWS services (Lambda, S3, DynamoDB) while maintaining strict security standards.
• Technical Mentorship: Act as the primary technical point of contact, guiding and mentoring engineers and developers to ensure delivery excellence.
• Delivery Execution: Partner with Functional Leads and Project Managers to ensure technical milestones are met on time and within scope.
Required Skills & Experience
• Amazon Connect Mastery: Extensive experience architecting and implementing Amazon Connect, including advanced contact flow design and CCP customization.
• Agentic AI Implementation: Deep expertise in implementing Agentic AI, GenAI, and NLU solutions (Amazon Lex, Bedrock) within a contact center context.
• AWS Professional Level: Strong background in the broader AWS ecosystem, specifically Lambda, IAM, CloudWatch, and Kinesis.
• Programming & Scripting: Proficiency in Node.js, Python, or similar languages required for building robust cloud functions and integrations.
• Strategic Leadership: Proven ability to lead technical teams through complex modernization projects for enterprise-level clients.
• CI/CD & DevOps: Experience with production-ready deployment pipelines and Infrastructure as Code (Terraform or CloudFormation).