TTEC Digital is seeking an MSP Sr. Developer to join our AWS Partner Practice. This is a remote role based in the United States. As a core member of our Managed Services Practice (MSP), you will shift focus from project-based delivery to ongoing managed services — owning, operating, and continuously improving AWS-based solutions for our clients over the long term.
Our MSP teams function as autonomous units supporting multiple client environments simultaneously. Unlike project delivery teams, MSP teams are responsible for the health, reliability, and evolution of live production systems. You will lead a team of 3–4 developers, working closely with a dedicated MSP project/service manager and Technical Account Managers to handle incident response, change management, continuous improvement initiatives, and proactive infrastructure enhancements.
The MSP Sr. Developer reports to the Executive Director and is expected to contribute to Best Practice Documentation and internal tooling standards across the organization.
What You Will Be Doing:
Leading daily standups and service review meetings with your internal team and clients as needed, covering ongoing incidents, change requests, and operational health.
Owning the operational stability of client AWS environments — monitoring, incident response, root cause analysis, and remediation.
Managing and executing change requests and enhancement work through Jira, including infrastructure-as-code updates using CloudFormation and Serverless Framework templates.
Collaborating with clients on roadmap planning, translating evolving business needs into actionable backlog items for your MSP team.
Mentoring junior developers on both technical skills and the discipline required for managed services: documentation, runbooks, and SLA awareness.
Staying current on the latest AWS services and broader cloud industry trends, proactively identifying opportunities to improve client environments.
Contributing to internal MSP best practices, tooling, and playbooks to improve team efficiency and service quality.
Handling professional conflict constructively — the lead has final say on technical decisions and is responsible for maintaining team morale and cohesion.
What You Will Bring:
7+ years of development experience with a strong, recent focus on Node.js/TypeScript and AWS services.
Demonstrated expert knowledge of AWS services and cloud architecture, including Lambda, DynamoDB, S3, CloudFormation, RDS, Redshift, and VPC/network configurations.
Experience operating in a managed services or operational support environment — not just project delivery — with an understanding of SLAs, incident management, and change control.
Thorough knowledge of agile and ITSM methodologies; comfortable blending Scrum practices with service management disciplines.
Ability to mentor junior team members constructively, fostering growth while maintaining strong team relationships.
A mindset of seeking to understand before prescribing a solution — essential in long-term client relationships.
Willingness to stand behind your convictions while committing to team decisions.
A genuine love of technology and continuous learning, particularly the latest services and best practices from AWS.
Desired Skills
Experience with the Serverless Framework (serverless.com).
Python development experience.
Familiarity with observability and monitoring tools (e.g., CloudWatch)
Background in Amazon Connect or contact center technology.
Experience designing and integrating AI/ML solutions using AWS AI services such as Amazon Lex, Bedrock, SageMaker, Comprehend, or Transcribe.
Familiarity with large language model (LLM) integration patterns, prompt engineering, and AI-powered automation within cloud-native architectures.
Experience with natural language processing (NLP) and conversational AI, including chatbot development and voice/chat automation.
TTEC Digital is a customer experience (CX) technology and consulting firm that specializes in helping clients transform their business through digital engagement solutions. The company coaches clients to ensure their employees feel valued and supported, operating under the philosophy that amazing customer experience is an employee-first process. TTEC Digital's Genesys Partner Practice includes CX designers, consultants, engineers, and data scientists who have been awarded Genesys' Partner of the Year award 15 times and hold over 400 certifications. The company provides expertise in integrating complex platforms including Genesys Cloud, Microsoft Azure, and Unified Communications technologies across multi-platform environments.
