Axiom Global Technologies

Compensation

Full Description

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 plays a critical part in helping 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. Key Responsibilities 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. AWS Control Tower / Landing Zone (200–300 Level) • 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. Required Qualifications • 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. • Proven experience troubleshooting production environments. • Excellent communication, presentation, and documentation skills. Preferred Qualifications • AWS Certifications (SysOps Administrator, Amazon Connect, or similar). • Experience with AWS CDK (TypeScript or Python). • Familiarity with IaC tools such as CDK, CloudFormation, or Terraform. Personal Attributes • 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.