Tech Lead

8-10 Years

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Early Applicant

Job Description

Responsibilities

Define and lead the GenAI strategy for contact center modernization initiatives
Identify, design, and prioritize AI use cases across customer self-service and agent experience
Lead implementation of Amazon Novapowered solutions including virtual agents, agent assist, summarization, and automation
Partner with business, CX, Avaya, and AWS teams to integrate GenAI capabilities into Amazon Connect workflows
Establish AI governance, security, and responsible AI practices
Measure and optimize GenAI impact on CX, agent productivity, and operational efficiency

Required Qualifications

8+ years of experience in AI, digital transformation, or contact center technology
Hands-on experience delivering GenAI solutions in customer service or contact centers
Strong knowledge of Amazon Nova, generative AI architectures, and LLM-based solutions
Experience integrating AI with Amazon Connect or similar cloud contact center platforms
Ability to translate business requirements into scalable AI solutions

Preferred Qualifications