AWS Integration Services

Key Responsibilities

Amazon Connect Engineering & Administration

• Design, configure, and administer Amazon Connect environments.
• Develop and maintain contact flows, queues, routing profiles, and agent experiences.
• Implement and support CCaaS (Contact Centre as a Service) solutions.
• Configure omnichannel customer interaction capabilities including voice and messaging.
• Troubleshoot and resolve Amazon Connect platform issues.
• Optimize service performance, customer experience, and operational efficiency.

AWS Platform Engineering

• Design and develop cloud-native solutions using AWS services.
• Build serverless applications using AWS Lambda (Python).
• Develop and maintain APIs and integration services.
• Implement event-driven architectures using AWS services.
• Ensure scalability, reliability, security, and observability of cloud solutions.

Salesforce & Contact Centre Integration

• Design and implement Amazon Connect and Salesforce integrations.
• Configure and support Service Cloud Voice capabilities.
• Implement CTI integration patterns and telephony integrations.
• DevOps & Platform Delivery
• Troubleshoot cross-platform integration issues involving AWS, Salesforce, and contact centre systems.
• Support customer service workflows and agent desktop integrations.
• Develop and maintain Infrastructure as Code (IaC) using Terraform.
• Implement and support CI/CD deployment pipelines.
• Manage environments across development, testing, staging, and production.
• Support release planning, deployment, and operational readiness activities.
• Ensure platform security, compliance, and operational best practices.

AI & Conversational Experiences

• Implement Amazon Q capabilities within Amazon Connect.
• Design and optimise prompts for Generative AI use cases.
• Develop and maintain AI guardrails and responsible AI controls.
• Build Retrieval Augmented Generation (RAG) solutions.
• Implement AI observability, performance monitoring, and governance controls.
• Design conversational AI experiences for voice and messaging channels.
• Collaborate with business stakeholders to improve customer self-service and agent assist capabilities.

Engineering Delivery

• Lead technical solution design and architecture activities.
• Produce detailed technical design documentation.
• Build, configure, and deploy solutions in accordance with platform standards.
• Conduct unit testing and support SIT/UAT activities.
• Resolve defects and production issues.
• Support production deployments and hypercare activities.
• Facilitate knowledge transfer and transition solutions into BAU support teams.
• Provide technical leadership, mentoring, and guidance to engineers.

Required Skills & Experience

Amazon Connect

• Strong experience with Amazon Connect administration and engineering.
• Contact flow development and routing configuration.
• Queue management and workforce routing concepts.
• Experience implementing cloud contact centre solutions.
• Operational support and troubleshooting experience.

AWS

• Strong experience with AWS cloud services.
• AWS Lambda development (Python).
• API Gateway and integration services.
• Event-driven architecture patterns.
• Serverless and cloud-native application development.

DevOps

• Terraform and Infrastructure as Code.
• Git-based development workflows.
• CI/CD pipeline implementation.
• Environment and release management.

AI & Emerging Technologies

• Generative AI solution implementation.
• Amazon Q and AI-assisted contact centre experiences.
• Prompt engineering and conversational design.
• RAG architecture and implementation.
• AI monitoring and observability.

Preferred Qualifications

• AWS Certified Solutions Architect.
• AWS Certified Developer.
• Amazon Connect Specialty certifications.
• Experience working in large-scale enterprise environments.
• Telecommunications and customer service industry experience preferred.