Expert Managed Operations Manager – AWS

Senior Manager – Talent Acquisition | US Staffing & Business Development Strategist | Team Builder | Client-Centric Talent Partner | Driving Scalable…

We are looking for an Expert Managed Operations Manager with strong hands-on experience in Amazon Connect, along with foundational to mid-level exposure to AWS Control Tower Landing Zone, AWS IAM Identity Center, and AWS CDK. This role helps customers modernize, operate, and scale their AWS cloud environments through proactive managed services and technical leadership.

You will act as a trusted technical advisor, owning day-to-day customer engagement while collaborating closely with senior AWS Specialists (400-level) for advanced implementations and escalations.

• Customer Engagement & Technical Leadership:
  Serve as the primary technical point of contact for managed services customers supporting AWS Connect and Landing Zone environments; lead regular technical reviews, cloud strategy discussions, and service delivery updates; translate business requirements into actionable AWS architecture recommendations, partnering with Specialists where required; build long-term customer relationships based on trust, expertise, and proactive support; coordinate tasks and workload between AWS Connect and Landing Zone Specialists.
• Amazon Connect (200–300 Level):
  Architect, deploy, and optimize Amazon Connect environments (advanced builds supported by Specialists); design and enhance contact flows, IVRs, routing profiles, and agent experiences; support integrations with Amazon Lex, AWS Lambda, Kinesis, S3, API Gateway, and CRM platforms; troubleshoot call quality, configuration, and workflow issues, working closely with AWS Enterprise Support; recommend improvements to enhance reliability, efficiency, and customer experience; demonstrate a solid understanding of AWS Landing Zone architecture and governance;
  
  support governance enforcement using SCPs, IAM roles, logging, and security standards; oversee VPC networking, centralized logging, security baselines, and compliance frameworks (advanced work supported by Specialists); evaluate environments using the AWS Well-Architected Framework.
• AWS CDK & Infrastructure as Code (200–300 Level):
  Assist customers with infrastructure development using AWS CDK; review and optimize CDK stacks; promote best practices for IaC, CI/CD pipelines, and automated provisioning; collaborate with Specialists for complex CDK implementations.
• Managed Services & Operations:
  Develop and maintain customer-specific runbooks and escalation workflows; conduct periodic service health checks; lead incident triage, root cause analysis, and issue resolution; partner closely with engineering and cloud operations teams; continuously recommend service and architecture improvements.

• Experience in a technical, customer-facing role
• Hands-on Amazon Connect experience (required)
• Exposure to AWS Control Tower Landing Zone, IAM Identity Center, and core AWS services
• Strong understanding of AWS architecture and operational excellence
• Excellent communication, presentation, and documentation skills

• AWS Certifications (Sys Ops Administrator, Amazon Connect, or similar)
• Experience with AWS CDK (Type Script or Python)
• Familiarity with IaC tools such as CDK, Cloud Formation, or Terraform

• Customer-first mindset with strong analytical and problem-solving skills
• High level of English proficiency
• Ability to manage multiple customer priorities effectively
• Collaborative and team-oriented approach
• Proactive, forward-thinking, and solution-driven

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Contract
• Job function:
  Other
• Industries: IT Services and IT Consulting