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Raas Infotek

Technical Lead

Toronto, ON, Canada

Contract

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Job details

Job type: Contract
Apply by: Dec 5, 2026
Posting language: English
Posted: Nov 5, 2026

Original job description

Job Title: Technical Lead

Location: Toronto, Canada (Hybrid)

We are primarily looking for a resource with a combination of Contact Center/Amazon Connect technical skills and AWS DevOps capabilities. However, we are also open to considering strong individual profiles in Contact Center/Amazon Connect or AWS DevOps.

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.

Thanks & Regards,

BABU ALI

(Recruitment Consultant)

Raas Infotek Corporation.

E-Mail: babu.ali@raasinfotek.com

Website: www.raasinfotek.com

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More about this job

Responsibilities

Lead the design, implementation, integration, and support of enterprise contact center solutions, including Amazon Connect features and customer interaction channels. Own AWS infrastructure automation and CI/CD delivery while guiding technical standards, production troubleshooting, releases, and coordination across engineering and business teams.

Requirements

The role seeks a technical lead with contact center and Amazon Connect expertise combined with AWS DevOps capabilities, while also considering strong candidates focused on either area. The work involves designing contact center workflows and integrations, managing Terraform-based infrastructure and CI/CD pipelines, and supporting secure, reliable production deployments.

Skills

Contact Center Solutions
Amazon Connect
AWS DevOps
IVR Design
Call Routing
Contact Flows
AWS Lambda
Terraform
CI/CD Pipelines
Infrastructure as Code
Python
Bash
AWS CLI
Production Troubleshooting
Technical Leadership
Release Management

Visa sponsorship

Not detected in the job text

Hiring contact

Babu Ali

Hiring contact email

babu.ali@raasinfotek.com

Keywords

Contact Center
Amazon Connect
AWS DevOps
IVR
Call Routing
Skills-Based Routing
Contact Flows
Routing Profiles
AWS Lambda
Amazon Lex
DynamoDB
Amazon S3
Amazon CloudWatch
Amazon Kinesis
Amazon EventBridge
Amazon SNS
Amazon SQS
API Gateway
Step Functions
Terraform
Infrastructure as Code
CI/CD
Python
Bash
AWS CLI
AWS SDKs
CRM Integration
Source Control
Release Management
Root Cause Analysis

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