Amazon Connect

Job Description Amazon Connect (1–5 Years)

Job Title

Experience

1–5 Years

Job Summary

We are seeking a skilled Amazon Connect Developer / Contact Center Engineer with 1–5 years of experience in designing, developing, and supporting cloud-based contact center solutions. The ideal candidate should have hands-on experience with Amazon Connect, IVR design, contact flows, routing strategies, and AWS services integration to build scalable customer engagement solutions.

Key Responsibilities

• Design, develop, and maintain Amazon Connect contact center solutions.
• Create and optimize IVR call flows, routing profiles, queues, and agent configurations.
• Integrate Amazon Connect with AWS services such as Lambda, DynamoDB, S3, Lex, and API Gateway.
• Develop and troubleshoot contact flows, call routing logic, and customer journeys.
• Configure inbound/outbound calling campaigns and agent workflows.
• Monitor contact center performance and resolve production issues.
• Implement reporting and analytics using Amazon Connect Contact Lens and AWS reporting tools.
• Collaborate with business stakeholders to gather requirements and deliver contact center enhancements.
• Ensure system availability, scalability, security, and compliance standards.

Required Skills

• 1–5 years of experience in Contact Center technologies.
• Hands-on experience with Amazon Connect.
• Strong understanding of IVR development, call routing, queues, and contact flows.
• Knowledge of AWS services: Lambda, S3, DynamoDB, CloudWatch, API Gateway.
• Experience in REST APIs and integration with third-party systems.
• Understanding of Contact Center operations, customer engagement, and omni-channel support.
• Familiarity with Contact Lens, Lex Chatbots, and workforce optimization is preferred.
• Good troubleshooting and communication skills.

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• AWS Cloud Practitioner or AWS Associate certification is a plus.
• Experience with CRM integrations such as Salesforce, ServiceNow, or Zendesk is advantageous.