Lead design and configuration of Amazon Connect solutions including contact flows, routing, skills-based queues, NLU/Conversational AI, Contact Lens, and IVR. Integrate Connect with AWS services (Lambda, DynamoDB, S3, CloudWatch, Lex) and enterprise systems (CRM, WFM). Work with stakeholders to translate business requirements into omni-channel customer journeys, enable analytics and reporting, support testing, deployment, and production troubleshooting, and recommend continuous improvements to contact center operations.

Lead design, implementation, and optimization of AWS Connect enterprise contact center solutions. Integrate AWS Connect with enterprise platforms, build scalable API-driven microservices, produce technical documentation and governance artifacts, and provide hands-on support through migration and delivery lifecycles while collaborating with cross-functional teams and security stakeholders.

Lead solution architecture for enterprise AWS migration and Agentic AI initiatives. Design secure, scalable, cloud-native, API-driven and microservices solutions; integrate AWS services (including AWS Connect) with enterprise platforms; produce architecture artifacts and governance; partner with business, engineering, infrastructure, and security teams; provide technical leadership throughout delivery and migration lifecycles.