Amazon connect

This is a remote position.

Job Role: Amazon Connect Specialist / Trainer

Role Overview

We are looking for an experienced Amazon Connect professional who can design implement and optimize cloud-based contact center solutions. The ideal candidate should have strong expertise in Amazon Connect AWS services and customer experience workflows. For trainer roles the candidate should be able to create training material and deliver hands-on sessions.

Key Responsibilities

• Design configure and deploy Amazon Connect contact center solutions
  

• Build and optimize contact flows routing profiles queues and IVR workflows
  

• Set up real-time and historical reporting dashboards and performance metrics
  

• Integrate Amazon Connect with AWS Lambda S3 DynamoDB SNS SQS third-party APIs and CRM systems
  

• Configure Contact Lens for analytics sentiment analysis and transcription
  

• Implement security best practices IAM roles user permissions and compliance controls
  

• Troubleshoot issues perform root-cause analysis and improve system performance
  

• Prepare documentation SOPs and best practice guidelines
  

• For Trainers: Develop training modules hands-on labs and deliver interactive sessions
  

Required Skills

• Strong hands-on experience with Amazon Connect
  

• Knowledge of AWS services: Lambda S3 DynamoDB SNS SQS
  

• Experience in IVR design dynamic contact flows and call routing
  

• Familiarity with REST APIs and integration frameworks
  

• Experience with Amazon Lex (chatbots/voicebots) is a plus
  

• Knowledge of monitoring tools like CloudWatch & CloudTrail
  

• Good understanding of contact center operations and KPIs
  

• Excellent communication presentation and client interaction skills
  

• For Trainer: Ability to create content and conduct practical lab-based sessions