AWS Connect Support Engineer

Role: AWS Connect

Key Responsibilities:

• Configure and develop AWS Connect contact flows for voice, chat, email, IVR, prompts, and call dispositions.
• Develop AWS Connect reports and dashboards to track performance and customer experience.
• Integrate AWS Connect with HITS and other platforms using APIs.
• Work with AWS Lambda, DynamoDB, S3, SES, and CloudWatch.
• Troubleshoot integration and contact center issues.
• Implement omnichannel capabilities and improve call routing, AHT, and customer satisfaction.
• Support continuous improvement, automation, and cloud contact center initiatives.
• Ensure PCI compliance and provide technical support/on-call assistance.

Must-Have Skills:

• AWS Connect / Amazon Connect experience.
• IVR and Contact Center configuration experience.
• API integration & Postman.
• Knowledge of call center processes, IVR, queuing, WFM, and agent performance.
• Strong analytical and problem-solving skills.
• Good communication skills.
• SQL knowledge is an advantage.
• AWS Lex / AI / Chatbots knowledge is a strong advantage.

Experience:

• 12 years of AWS Connect IVR configuration, OR
• 2–5+ years of experience with similar contact center technologies.