Amazon Connect pri

Role & responsibilities

We are seeking an experienced AWS Connect Engineer with strong expertise in Amazon Connect, cloud-native development, and contact center transformation solutions. The ideal candidate will be responsible for designing, implementing, and supporting scalable omnichannel contact center platforms on AWS, leveraging services such as Amazon Connect, AWS Lambda, Amazon Lex, DynamoDB, CloudWatch, and various enterprise integrations.

The candidate should possess a deep understanding of contact center operations, IVR design, call routing strategies, voice and chat solutions, and cloud architecture best practices.

Key Responsibilities

• Design, develop, configure, and maintain Amazon Connect contact center solutions.
• Create and manage contact flows, queues, routing profiles, operating schedules, and user management.
• Implement advanced skill-based, dynamic, and attribute-based routing using Amazon Connect, AWS Lambda, and DynamoDB.
• Design and integrate conversational AI and self-service solutions using Amazon Lex.
• Integrate Amazon Connect with enterprise applications, CRM platforms, databases, third-party systems, and REST APIs.
• Configure and manage call recording, callback functionality, holiday routing, business hours, failover mechanisms, and disaster recovery processes.
• Monitor, troubleshoot, and optimize contact center performance using Amazon CloudWatch and AWS monitoring services.
• Support and enhance omnichannel capabilities, including Voice, Chat, Tasks, and Customer Engagement workflows.
• Collaborate with Cloud Architects, DevOps Engineers, Telecom Teams, Business Analysts, and Application Development Teams to deliver robust contact center solutions.
• Participate actively in Agile ceremonies including sprint planning, daily stand-ups, reviews, and retrospectives.
• Provide production support, perform root cause analysis, incident resolution, and ensure SLA adherence.
• Develop technical documentation, runbooks, design artifacts, and knowledge transfer materials for operations and support teams.
• Support continuous improvement initiatives focused on customer experience, operational efficiency, and automation.

Required Technical Skills

Amazon Connect

• Amazon Connect Contact Flows
• Queues & Routing Profiles
• Hours of Operation
• Skill-Based Routing
• Dynamic Routing
• Call Recording & Analytics
• Callbacks & Queue Management
• Voice and Chat Channel Management

AWS Services

• AWS Lambda
• DynamoDB
• Amazon Lex
• Amazon CloudWatch
• Amazon API Gateway
• AWS IAM
• AWS SNS
• AWS SQS
• AWS Step Functions

Integration Technologies

• REST APIs
• JSON
• Webhooks
• CRM Integrations (Salesforce, ServiceNow, Zendesk, Dynamics 365, etc.)
• Third-Party Contact Center Integrations

Cloud & DevOps

• AWS Architecture Principles
• CI/CD Pipelines
• Infrastructure as Code (CloudFormation/Terraform preferred)
• Git/GitHub/Bitbucket
• Monitoring & Logging

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or equivalent.
• 8+ years of overall experience in Cloud Engineering, Contact Center Solutions, or AWS Technologies.
• Minimum 3+ years of hands-on experience with Amazon Connect implementation and support.
• Strong understanding of IVR design, call routing, omnichannel communication, and customer experience platforms.
• Experience integrating Amazon Connect with enterprise applications and external systems.
• Excellent troubleshooting, communication, and stakeholder management skills.
• Experience working in Agile delivery environments.