Amazon Connect

Role Overview

We are seeking an experienced Amazon Connect Engineer to design implement and optimize cloud-based contact center solutions using Amazon Connect and related AWS services. The ideal candidate will have a deep understanding of contact center technologies strong AWS expertise and proven experience in delivering scalable secure and high-performing solutions.

Key Responsibilities

• Design & Architecture:
  • Design & Implement Amazon Connect solutions tailored to business requirements.
  • Integrate Amazon Connect with CRM systems IVR flows and third-party applications.
• Development & Configuration:
  • Build and customize contact flows routing logic and Lambda functions.
  • Configure telephony queues and agent profiles within Amazon Connect.
• Integration & Automation:
  • Develop APIs and leverage AWS services (Lambda DynamoDB S3 CloudWatch Lex Polly) for advanced functionality.
  • Automate workflows and reporting using AWS tools and custom scripts.
• Performance & Optimization:
  • Monitor system performance troubleshoot issues and implement best practices for scalability and reliability.
  • Optimize call flows and improve customer experience through analytics and feedback loops.
• Security & Compliance:
  • Ensure solutions adhere to security standards and compliance requirements (e.g. PCI GDPR).

Required Skills & Qualifications

• Experience:
  • 7 years in cloud-based contact center engineering with at least 3 years focused on Amazon Connect.
• Technical Expertise:
  • Strong knowledge of AWS services: Lambda DynamoDB S3 CloudWatch Lex Polly API Gateway.
  • Proficiency in scripting languages (Python ) for automation and integration.
  • Familiarity with telephony concepts (SIP VoIP) and contact center technologies.
• Other Skills:
  • Hands-on experience with CRM integration (Salesforce Dynamics etc.).
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and documentation abilities.

Preferred Qualifications

• AWS Certified Solutions Architect or AWS Certified Developer.
• Experience with AI/ML-driven contact center enhancements (chatbots sentiment analysis).
• Knowledge of CI/CD pipelines and DevOps practices.