Lead Consultant-Amazon Connect

About the role

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. The Lead Consulting Engineer - Amazon Connect will support the CDW Managed Application Services practice, providing technical leadership, architectural direction, and advanced operational support for enterprise Amazon Connect managed services engagements. This role is designed for a senior technical lead with 8+ years of AWS Cloud experience, including 4-5+ years of hands-on Amazon Connect delivery, who operates beyond individual contribution and takes ownership of solution architecture, DevOps enablement, delivery governance, and team mentorship. The Lead Consulting Engineer focuses on complex client environments, leads proactive consulting engagements, drives service maturity, and partners with internal teams to ensure scalable, secure, and operationally resilient Amazon Connect solutions. This position remains client-facing and requires strong consulting, communication, and leadership capabilities. Key Areas of Responsibility Provide technical support, in-depth expertise, architectural leadership and proactive advisory guidance on client engagements Discover, define and deliver roadmaps, strategies and solutions, educating the client and internal teams as appropriate throughout the life of client engagements and AWS - Amazon Connect roadmaps Regularly interface with technical and business staff of client, including the managed services engagement sponsors and stakeholders Conduct / lead workshops for complex designs to meet client, business and technical objectives Manage time and expense to meet or exceed expectations defined in the client contracts Provide high quality content deliverables using the appropriate document templates Ensure Amazon Connect environment are configured as designed to the client's satisfaction and approval Lead complex Incident and Service Request support Proactively develop plans and activities to avoid delivery problems Lead the resolution of complex on-going technical problems through problem management Provide technical oversight on service delivery accuracy and quality Perform and lead new client technical onboarding. This includes reviewing and documenting client environments, policies and related processes as they pertain to the scope of services and the client environment. Partner with engineering teams and clients to ensure smooth onboarding and ongoing production support for managed services. Create and maintain RunBooks (for example: daily operations guides, troubleshooting instructions and knowledge articles) Work with Managers, Coworkers, Project Managers and Clients to manage expectations and timelines to ensure expectations and commitments are being met Identify and communicate potential cross-selling opportunities to the sales team Lead the discovery and write up of technical proposals Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management. Report project/task status as part of internal and client meetings. Provide production support, including troubleshooting, debugging, monitoring, and maintenance using tools like Splunk, Datadog, CloudWatch, and ScienceLogic. Conduct performance assessments and identify areas of improvement as required in the client environment Handle multiple Amazon Connect clients, instances, architectures, configurations, and customizations. Stay abreast of the latest contact center technologies and Amazon Connect services advancements. Contribute to the continuous improvement of our managed services offerings. Education and/or Experience Qualifications Bachelor's degree in business, computer science, a related technical degree or equivalent Seven years' experience delivering complex technical Amazon Connect solutions including planning, development, implementation and on-going support. Required Qualifications Minimum 4 to 5 years of experience in Amazon connect and overall, 8 years of experience in AWS cloud platform. In-depth knowledge of Amazon Connect features and services (contact flows-voice and chat) Configure and manage queues, routing profiles, and agent setups . Hands-on experience with AWS services, including IAM, AWS Lambda, S3, Amazon Lex, API Gateway, and DynamoDB . Experience with CI/CD tools (CodePipeline, GitHub Actions), version control (Git/Bitbucket), and container orchestration (ECS, EKS, Fargate). Expertise in contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting. Experience in chat/messaging integrations (WhatsApp, SMS, Amazon Pinpoint) . Experience with integrating Amazon Co