Duration: 1 year

Working Hours: 8.30am - 6pm, Monday - Fridays. Standby and shift work may be required

Location: Central, roaming required

Responsibilities:

AWS Connect & Service Desk Reliability

• Design, deploy, and maintain the AWS Connect environment, including Contact Flows, Lambda integrations, Lex Bots, and telephony configurations using Infrastructure as Code (Terraform/CloudFormation).
• Ensure high availability and reliability of voice and chat channels with optimal latency and audio quality.
• Manage and support integrations between AWS Connect and ITSM platforms such as ServiceNow, Jira Service Management, or Salesforce.

• Monitor and scale telephony quotas, concurrent tasks, and backend infrastructure to support peak operational demand.

Cloud Infrastructure & Security

• Manage and support core AWS infrastructure services including EC2, ECS/EKS, S3, Lambda,...