Senior Amazon Connect Developer

We are seeking a highly skilled Senior Amazon Connect Developer with deep expertise in AWS and Amazon Connect to lead the development of digital contact center solutions. The ideal candidate will have a strong background in cloud-based contact center platforms, digital channel implementations, and GenAI integrations. This role will focus on building scalable, secure, and intelligent customer engagement solutions across chat, email, SMS, and WhatsApp. Responsibilities: Lead the migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect. Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services. Develop and integrate custom chat widgets and portals, including JWT authentication and secure API invocation. Build and maintain custom widgets using AWS SDKs and APIs for enhanced agent and customer experiences. Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms (e. g. , Salesforce.

Responsibilities

• Lead the migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect.
• Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services.
• Develop and integrate custom chat widgets and portals, including JWT authentication and secure API invocation.
• Build and maintain custom widgets using AWS SDKs and APIs for enhanced agent and customer experiences.
• Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms (e. g. , Salesforce, ServiceNow).
• Implement GenAI-powered solutions for customer and agent interactions using Amazon Bedrock, OpenAI, and other LLMs.
• Ensure robust security, scalability, and compliance across all digital implementations.
• Troubleshoot and optimize Amazon Connect digital setups, including routing, flows, and channel configuration Qualifications

• 6+ years of experience in contact center platforms, with at least 4 years in Amazon Connect.
• At least 2 years of hands-on experience implementing digital channels (chat, chatbot, SMS, email, WhatsApp).
• Strong proficiency in AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, Cognito, etc.
• Experience with JWT setup, secure API invocation, and portal/chat widget integration.
• Proven ability to develop custom widgets using AWS SDKs and APIs.
• Familiarity with GenAI tools and frameworks (Amazon Bedrock, OpenAI, LangChain, etc. ).
• Experience in designing and implementing Amazon Connect digital routing and flows.
• Strong problem-solving skills and ability to work in agile, fast-paced environments.

Nice to Have

• AWS Certified Developer or Solutions Architect.
• Experience with Genesys and LivePerson migrations.
• Exposure to regulated industries (e. g. , healthcare, finance) with compliance frameworks like HIPAA.
• Knowledge of Amazon Kendra or other AI-powered search solutions.
• Experience with LLMs, Foundation Models, and Small Language Models in customer experience contexts.