CCaaS Lead - AWS Connect & Avaya

Job Posting Title: AWS Contact Center L3

Location: Noida Shift and Schedule: 5 Days office Rotational ShiftNote: Immediate Joiners only Apply this position with 30 days of notice period*Job Description Summary:Responsible for the overall success of the technical solution from construction, implementation and system integration in a technology, industry or business specialty.

Deliver new and complex high quality solutions to clients in response to varying business requirements.*Job Summary:*We are seeking an experienced CCaaS Lead to oversee our contact center operations, leveraging expertise in AWS Connect,Avaya Aura suite, and Verint recording solution. The ideal candidate will lead a team, ensure governance, and driveoperational excellence.*Key Responsibilities:*- Lead and manage a team of CCaaS professionals- Design, implement, and optimize contact centre solutions on AWS Connect- Manage and maintain Avaya Aura suite (including Avaya Contact Center, Avaya Aura Communication Manager)- Implement and administer Verint recording solution for quality assurance and compliance- Develop and enforce governance policies, procedures, and standards- Drive and Document SOP, OPS manuals , LLD, HLD, IDD- Monitor and report on contact center performance metrics (e.g., SLA, KPI,OLA)- Collaborate with stakeholders to identify and implement process improvements- Ensure compliance with regulatory requirements and industry standards*Required Skills:*- *Primary Skill:* AWS Connect (design, implementation, optimization and Administration)- *Secondary Skill:* Avaya Aura suite (administration and configuration)- Verint recording solution (implementation and administration)- Contact center operations, governance, and team management- Level 3 skills in CCaaS solutions- Sound understanding of AI /ML*Preferred Qualifications:*-15+ years of experience in contact center operations or related field- CCaaS certifications (e.g., AWS Connect)- Experience with workforce management, reporting, and analytics tools*Soft Skills:*- Leadership and team management- Stakeholder management internal & external.- Communication and collaboration- Problem-solving and analytical skills- Adaptability and flexibility