Contact Centre Systems Tech Lead.

A major federal agency seeks a Contact Centre Tech Lead to manage and support cloud applications, focusing on AWS issues, particularly AWS Connect. Responsibilities include investigating issues, lodging support requests, managing stakeholders, scoping changes, and promoting changes to production.

As the primary contact for Agency Contact Centres, you'll ensure applications meet their needs and identify improvement areas. Excellent troubleshooting skills and collaboration with other teams and vendors are essential.

Responsibilities: 

• Troubleshoot technical issues and provide support and maintenance for AWS Contact Centre instances.
• Configure systems and applications using best practices and IaC tools (Terraform).
• Collaborate with ICT Service Desk, Contact Centre, and IT team to resolve issues and promote merge requests.
• Mentor team members and contribute to the design and implementation of enhancements.
• Build and maintain effective working relationships with technical teams, business stakeholders, and vendors.

Experience: 

• Over 2 years of AWS experience, configuring and maintaining cloud applications.
• Demonstrated ability in troubleshooting and resolving cloud environment issues, with broad ICT discipline experience.
• Proven experience in change control, stakeholder management, and application support.
• Experience managing relationships with stakeholders and vendors, serving as the primary contact for application configuration and maintenance.
• Desirable: Experience with VOIP systems, IaC tools (Terraform), Git (Gitlab), and working within ITIL frameworks.

For more information on this opportunity please contact Matthew Walsh at BLACKROC for a confidential chat. Alternatively, if this isn’t the right opportunity for you but you’re interested in other opportunities within the Data, Cloud & Infrastructure industry in Brisbane, feel free to contact me.
matthew.walsh@blackroc.co