Design, deploy, and maintain the AWS Connect ecosystem, including Contact Flows, Lambda integrations, Lex Bots, and claim phone numbers using Infrastructure as Code (Terraform/CloudFormation).
Maintain the always-on state of the service desk. Manage voice and chat channel reliability, ensuring low latency and high audio quality.
Oversee the reliability of integrations between AWS Connect and ITSM tools (e.g., ServiceNow, Jira Service Management, or Salesforce).
Proactively monitor and scale telephony quotas, concurrent tasks, and backend compute resources to handle peak service desk traffic.
Manage core AWS services supporting the platform (EC2, ECS/EKS, S3, Lambda, DynamoDB, and VPC networking).
Implement IAM least‑privilege policies, encrypt data at rest/transit with KMS, and ensure the platform meets industry standards (SOC2, HIPAA, or PCI‑DSS if applicable).