Senior Amazon Connect Engineer – AWS Contact Center & IVR

We are seeking an experienced Senior Amazon Connect Engineer to design develop integrate and maintain cloud-based contact center solutions using Amazon Connect and AWS services. The ideal candidate will have strong expertise in contact flows routing profiles IVR/IVA solutions telephony integrations and serverless AWS architecture along with experience in contact center analytics and AI-driven customer experience solutions.

• Design develop configure and optimize Amazon Connect contact flows routing profiles queues and agent experiences.

• Build and maintain serverless integrations using AWS Lambda DynamoDB S3 API Gateway and CloudWatch.

• Develop IVR and Intelligent Virtual Assistant (IVA) solutions using Amazon Lex and conversational design principles.

• Integrate Amazon Connect with CRM platforms and enterprise applications through APIs and event-driven architectures.

• Configure and troubleshoot telephony components including PSTN SIP Direct Inward Dialing (DIDs) call routing and call quality.

• Implement contact event streaming and analytics pipelines using Amazon Kinesis and related AWS services.

• Apply AWS security best practices including IAM roles and policies encryption and access controls.

• Automate infrastructure provisioning and deployments using Terraform or AWS CloudFormation and CI/CD pipelines.

• Monitor troubleshoot and optimize contact center performance using CloudWatch Logs Insights AWS X-Ray and other monitoring tools.

• Develop reporting and analytics solutions using Amazon Redshift Athena QuickSight and contact center event data.

• Support AI-enabled contact center capabilities including Amazon Connect Contact Lens sentiment analysis and customer interaction analytics.

• Collaborate with business stakeholders telephony teams CRM developers and DevOps teams to deliver scalable solutions.

• Maintain technical documentation architecture diagrams deployment procedures and operational runbooks.

• Strong hands-on experience with Amazon Connect contact flows routing profiles queues and contact center configuration.

• Proficiency in AWS Lambda DynamoDB S3 API Gateway and CloudWatch.

• Experience with Amazon Lex IVR/IVA workflows and conversational design.

• Experience integrating Amazon Connect with CRM platforms and external applications.

• Strong understanding of telephony concepts including PSTN SIP DIDs call routing and call quality troubleshooting.

• Experience with Amazon Kinesis contact event logs streaming and analytics pipelines.

• Knowledge of AWS security including IAM roles policies and encryption.

• Experience with infrastructure as code using Terraform or CloudFormation and automated deployment pipelines.

• Familiarity with CloudWatch Logs Insights AWS X-Ray and production troubleshooting.

• Strong communication documentation analytical and solution-design skills.

• AWS Certified Solutions Architect - Associate/Professional or AWS Certified Developer - Associate.

• Experience with Amazon Connect Contact Lens sentiment analysis AI/ML and contact center analytics.

• Familiarity with workforce management and workforce optimization tools such as Verint or NICE.

• Experience with Amazon Redshift Athena and QuickSight for reporting and business intelligence.

• Experience designing scalable highly available cloud contact center solutions.