Senior Manager – AWS Connect Engineering

Blue Spire is seeking an experiencedLead / Senior Manager – AWS Connect Engineering & API Solutionsto spearhead large-scale AWS Connect migration and modernization programs for our BFSI enterprise clients. This role requires deep hands-on expertise inAWS Connect, cloud architecture, IVR migrations , andAPI engineering , along with strong leadership capabilities to drive multi-workstream delivery.You will lead solution architecture, oversee engineering teams, collaborate with product & business leaders, and ensure successful end-to-end delivery of cloud-based contact center transformation initiatives.Key ResponsibilitiesLeadership & Program Ownership Drive and oversee large-scaleCisco-to-AWS Connect migrationinitiatives across multiple business units. Lead cross-functional engineering teams (AWS, API, UI, QA, Infra, Security) to deliver complex cloud contact center solutions. Define, manage, and trackprogram roadmaps, delivery milestones, risks, and KPIs . Serve as theprimary technology leader and escalation pointfor AWS Connect solutioning, integrations, and performance. Collaborate with senior stakeholders, product owners, and AWS account teams to align technical outcomes with business objectives.Architecture & Solution Design Architect and validate end-to-end solutions involvingAmazon Connect, Lambda, Lex, S3, DynamoDB, API Gateway, and IAM . Provide thought leadership onIVR design, contact flows, call routing, queue management, and agent experience optimization . Own the design and optimization of IVR workflows, Lex bots, customer journeys, and omni-channel experiences. Review and guide technical solutions across integrations, APIs, UI, backend, and cloud infrastructure.Engineering Delivery & Technical Oversight Oversee technical delivery of configuration, call flows, IVR logic, CTI integrations, and chatbot development. Provide hands-on support and mentorship in AWS Connect implementation, AWS Lambda, serverless architectures, and microservices-based APIs. Ensure adherence tosecurity, compliance, cloud governance, and BFSI regulatory requirements . Lead performance tuning, monitoring, incident management, and environment optimization.Stakeholder & Team Management Manage and mentor engineers across AWS Connect, backend APIs, cloud, and UI development. Act as the liaison among business teams, engineering leads, cloud architects, and vendor teams. Drive documentation standards, knowledge-sharing, and best practices across the organization.Required Skills & ExperienceTechnical Expertise 12+ years of IT experience with at least5+ years in AWS Connect and cloud contact center architectures . Proven leadership inCisco-to-AWS migration programs , IVR modernization, and chatbot/voicebot transformation. Strong hands-on knowledge of: Amazon Connect(Contact flows, routing profiles, queues, telephony) AWS Lambda, Lex, S3, CloudWatch, DynamoDB, IAM, API Gateway Event-driven and serverless architectures Deep understanding ofIVR systems, telephony, SIP, call flows , and BFSI customer service journeys.Engineering & Architecture Skills Experience designing and integratingmicroservices / APIs(Java, Node.js preferred). Exposure to front-end frameworks (React/Angular) for custom agent desktop / UI integrations. Solid understanding ofDevOps (CI/CD), CloudFormation/Terraform , monitoring, and security controls.Leadership & Delivery Skills Experience leadinglarge engineering teamsand managing multi-stream delivery programs. Strong communication, stakeholder management, and ability to influence senior leadership. Proven experience in BFSI enterprise environments and secure cloud migration programs.Nice to Have AWS Certification:AWS Solutions Architect / Developer / DevOps Engineer . Experience with containerization (Docker/Kubernetes). Exposure to analytics platforms, voice analytics, chatbot/NLP enhancements.