AWS Connect Engineer - S

Key Responsibilities

• Design, develop, and support Amazon Connect contact center solutions.
• Configure and manage contact flows, routing profiles, queues, hours of operation, and user management within Amazon Connect.
• Develop and maintain IVR, self-service, and customer interaction workflows.
• Integrate Amazon Connect with CRM systems, enterprise applications, databases, and third-party platforms.
• Implement omnichannel communication solutions including voice, chat, and messaging services.
• Design and develop serverless solutions using AWS Lambda and API integrations.
• Optimize contact center performance, call routing strategies, and customer experience.
• Troubleshoot and resolve production issues related to telephony, contact flows, integrations, and AWS services.
• Implement monitoring, alerting, and reporting solutions using AWS-native tools.
• Ensure compliance with security, governance, and operational standards.
• Participate in solution design, capacity planning, and architecture discussions.
• Mentor junior engineers and contribute to contact center best practices and standards.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

• 8+ years of experience in Contact Center technologies and Cloud Engineering.

• 5+ years of hands-on experience with Amazon Connect implementations.

• Strong experience designing and configuring Amazon Connect environments.

• Expertise in IVR design, contact routing, call flows, and customer experience optimization.

• Experience with AWS services including:

• Amazon Connect

• AWS Lambda

• Amazon Lex

• Amazon S3

• Amazon DynamoDB

• Amazon API Gateway

• Amazon CloudWatch

• AWS IAM

• AWS Secrets Manager

• Amazon SNS/SQS

• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, Zendesk, or Microsoft Dynamics.

• Strong understanding of contact center operations, telephony concepts, SIP, and Voice over IP (VoIP).

• Knowledge of REST APIs, web services, and system integrations.

• Proficiency in scripting or programming languages such as Python, Node.js, or Java.

• Experience with Git and CI/CD deployment methodologies.

• Strong troubleshooting and analytical skills.