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Job Posting Title: AWS Contact Center L3 Location: Noida Shift and Schedule: 5 Days office Rotational Shift Note: 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 drive operational 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 .