Senior Manager – AWS Connect Engineering

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 ResponsibilitiesLeadership & 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- Architect 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.Engineering Delivery & Technical Oversight- 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.Stakeholder & Team Management- 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.Required Skills & ExperienceTechnical Expertise- 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.Engineering & Architecture Skills- 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.Leadership & Delivery Skills- 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.Nice to Have- AWS Certification: AWS Solutions Architect / Developer / DevOps Engineer. - Experience with containerization (Docker/Kubernetes). - Exposure to analytics platforms, voice analytics, chatbot/NLP enhancements.

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