Cloud Contact Center Engineering Manager
Blue Spire IncHyderabad, Republic Of India, IN2 days ago
Job descriptionArchitect and validate end-to-end solutions involving Amazon Connect, Lambda, Lex, S3, DynamoDB, API Gateway, and IAM . Provide thought leadership on IVR design, contact flows, call routing, queue management, and agent experience optimization . Own the design and optimization of IVR workflows, Lex bots, customer journeys, and omni-channel experiences. Review and guide technical solutions across integrations, APIs, UI, backend, and cloud infrastructure. Oversee technical delivery of configuration, call flows, IVR logic, CTI integrations, and chatbot development. Provide hands-on support and mentorship in AWS Connect implementation, AWS Lambda, serverless architectures, and microservices-based APIs. Ensure adherence to security, compliance, cloud governance, and BFSI regulatory requirements . Lead performance tuning, monitoring, incident management, and environment optimization. Manage and mentor engineers across AWS Connect, backend APIs, cloud, and UI development. Act as the liaison among business teams, engineering leads, cloud architects, and vendor teams. Drive documentation standards, knowledge-sharing, and best practices across the organization. 12+ years of IT experience with at least 5+ years in AWS Connect and cloud contact center architectures . Proven leadership in Cisco-to-AWS migration programs , IVR modernization, and chatbot / voicebot transformation. Strong hands-on knowledge of : Amazon Connect (Contact flows, routing profiles, queues, telephony) AWS Lambda, Lex, S3, CloudWatch, DynamoDB, IAM, API Gateway Event-driven and serverless architectures Deep understanding of IVR systems, telephony, SIP, call flows , and BFSI customer service journeys. Experience designing and integrating microservices / APIs (Java, Node.Js preferred). Exposure to front-end frameworks (React / Angular) for custom agent desktop / UI integrations. Solid understanding of DevOps (CI / CD), CloudFormation / Terraform , monitoring, and security controls. Experience leading large engineering teams and managing multi-stream delivery programs. Strong communication, stakeholder management, and ability to influence senior leadership. Proven experience in BFSI enterprise environments and secure cloud migration programs. AWS Certification : AWS Solutions Architect / Developer / DevOps Engineer . Experience with containerization (Docker / Kubernetes). Exposure to analytics platforms, voice analytics, chatbot / NLP enhancements.
Blue Spire is seeking an experienced Lead / Senior Manager – AWS Connect Engineering & API Solutions to spearhead large-scale AWS Connect migration and modernization programs for our BFSI enterprise clients. This role requires deep hands-on expertise in AWS Connect, cloud architecture, IVR migrations , and API engineering , along with strong leadership capabilities to drive multi-workstream delivery.
You will lead solution architecture, oversee engineering teams, collaborate with product & business leaders, and ensure successful end-to-end delivery of cloud-based contact center transformation initiatives.
Key Responsibilities
Leadership & Program Ownership
- Drive and oversee large-scale Cisco-to-AWS Connect migration initiatives across multiple business units.
- Lead cross-functional engineering teams (AWS, API, UI, QA, Infra, Security) to deliver complex cloud contact center solutions.
- Define, manage, and track program roadmaps, delivery milestones, risks, and KPIs .
- Serve as the primary technology leader and escalation point for AWS Connect solutioning, integrations, and performance.
- Collaborate with senior stakeholders, product owners, and AWS account teams to align technical outcomes with business objectives.
Architecture & Solution Design
Engineering Delivery & Technical Oversight
Stakeholder & Team Management
Required Skills & Experience
Technical Expertise
Engineering & Architecture Skills
Leadership & Delivery Skills
Nice to Have
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Engineering Manager • Hyderabad, Republic Of India, IN
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