Responsibilities

• 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).
• Monitor cloud spend and im...