Contact Center Consultant

About the Company

HCLTech is a global technology company that helps enterprises modernize their businesses through digital transformation, cloud, engineering, cybersecurity, artificial intelligence, software, and IT infrastructure services. Headquartered in India, HCLTech serves organizations across industries such as financial services, manufacturing, healthcare, telecommunications, retail, technology, and automotive.

About the Role

We are primarily looking for a resource with a combination of Contact Center/Amazon Connect technical and AWS DevOps capabilities.

Work location - 3 days per week work from office Toronto, ON, Canada

Annual compensation - CAD

Responsibilities

Key Responsibilities

Contact Center

• Lead the design, development, implementation, and support of enterprise Contact Center solutions.
• Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.
• Provide technical leadership for voice, chat, email, messaging, and task-based customer interactions.
• Design integrations between the contact center platform and CRM, APIs, authentication systems, databases, payment platforms, and other enterprise applications.
• Drive improvements across customer experience, self-service containment, agent productivity, and operational efficiency.
• Troubleshoot complex issues related to IVR, routing, telephony, integrations, agent experience, call failures, disconnects, and customer journeys.
• Lead technical design reviews and ensure solutions meet security, scalability, resiliency, availability, and performance requirements.
• Establish reusable development standards, technical governance, and engineering best practices.
• Coordinate with architecture, development, QA, operations, security, network, telecom, and business teams for successful delivery.
• Provide technical ownership for production issues, root cause analysis, problem management, and preventive improvements.

Amazon Connect

• Lead the design, development, configuration, and support of Amazon Connect contact center solutions.
• Design and review Contact Flows, Queues, Routing Profiles, Hours of Operation, Quick Connects, Security Profiles, Prompts, and agent configurations.
• Provide technical guidance for integration with AWS Lambda, Amazon Lex, DynamoDB, S3, CloudWatch, Kinesis, EventBridge, SNS/SQS, API Gateway, and Step Functions as applicable.
• Lead solution design and technical reviews for new contact center features and enhancements.
• Troubleshoot complex IVR, routing, integration, call-flow, and production issues.
• Drive engineering standards, reusable components, code reviews, and technical governance.
• Coordinate with developers, QA, architects, security teams, and business stakeholders for successful releases.

AWS DevOps

• Own and manage CI/CD pipelines for Amazon Connect and supporting AWS services.
• Develop and maintain Terraform-based Infrastructure as Code (IaC) for repeatable environment provisioning and deployment.
• Automate deployment of Amazon Connect configurations and AWS resources across DEV, QA/UAT, and PROD environments.
• Manage source control, branching strategy, pull requests, build pipelines, release pipelines, and configuration management.
• Develop scripts and automation using Python, Bash, AWS CLI, and AWS SDKs where required.
• Perform deployment readiness checks, production deployments, post-implementation validation, and rollback activities.
• Maintain deployment runbooks, implementation plans, rollback plans, release checklists, and operational documentation.
• Troubleshoot failed Terraform deployments, CI/CD pipeline failures, configuration drift, IAM/access issues, and environment-specific problems.