Platform Technical Lead

Platform Technical Lead – Voice, Chat & Retail

A natural next step for Senior Engineers who want to shape platforms, not just features

You’ll help run and evolve customer experience platforms supporting millions of customer interactions across Voice, Chat and Retail, where engineering decisions have real‑world impact at scale.

Why this role will interest you

If you’re a Senior Engineer or Technical Lead who enjoys solving hard problems, influencing architecture, and improving how platforms behave in production, this role is for you.

You won’t be stepping away from engineering — you’ll be expanding your impact:

• From owning services → owning platforms
• From solving incidents → preventing them through better design
• From influencing your team → shaping direction across products, platforms and partners

This is a hands‑on technical leadership role where credibility comes from understanding how the systems really work — in production, at scale.

What you’ll do day‑to‑day

• Act as the go‑to technical authority for Voice, Chat and Retail platforms
• Shape and review architecture and solution designs, influencing decisions at an early stage

·       Provide assurance that partner‑led design, build, and release activities adhere to agreed design principles, standards, and patterns

• Improve platform quality by tackling technical debt, resilience and scalability issues
• Influence platform roadmaps and priorities using real production insight
• Work directly with vendors and delivery partners to improve how platforms run in reality

You won’t be writing code day-today, but you’ll stay close to the work through design reviews, deep technical problem‑solving and production ownership — applying your experience where it has the biggest system‑level impact.

The kind of engineer who thrives here

You don’t need to tick every box — this role is about mindset and experience.

You’ll likely have:

• Strong experience building and running systems on AWS
• Hands‑on knowledge of Amazon Connect or similar event‑driven / contact‑centre platforms
• Experience owning services or systems in production, including incidents and live operations
• A habit of asking “how does this behave at scale?” and “what breaks at 3am?”
• Confidence explaining technical trade‑offs to engineers, product and senior stakeholders

You’ll enjoy this role if you:

• Like improving systems, not just shipping features
• Care deeply about reliability, observability and operability
• Want more architectural influence without becoming detached from engineering
• Prefer collaboration and influence over hierarchy

How you’ll grow

This role is a platform‑level step up:

• Clear progression – ideal if you’re moving from Senior Engineer / Lead Engineer into platform ownership
• Broaden your architectural thinking across multiple domains
• Build experience in technical governance, assurance and risk
• Develop senior‑level stakeholder influence while staying technically credible
• Prepare for future roles such as Platform Architect or Platform Owner

Why it matters

The platforms you’ll own underpin millions of customer interactions across Voice, Chat and Retail. The quality of your technical decisions directly affects customer experience, operational stability and the ability to move fast — safely.