Job Description
We are seeking an experienced Amazon Connect Engineer to design, build, and optimize advanced contact center solutions on AWS. The ideal candidate will have strong expertise in Amazon Connect, AWS services, and programming skills to deliver seamless, intelligent, and scalable customer engagement solutions. Responsibilities: Design, develop, and maintain Amazon Connect contact flows, IVR solutions, and call routing strategies. Configure routing profiles, queues, callbacks, emergency messaging, and business hours/holiday routing within Amazon Connect. Develop AWS Lambda functions and integrate Amazon Connect with DynamoDB, S3, CloudWatch, and other AWS services. Build and support integrations with CRM platforms, third-party applications, APIs, and backend systems. Implement conversational AI and chatbot solutions using Google Dialogflow CX or similar platforms. Troubleshoot and resolve issues related to Amazon Connect, AWS services, and contact center operations. Support CI/CD processes and infrastructure automation using tools such as Terraform and CloudFormation. Collaborate with business stakeholders, operations teams, and technical teams to deliver scalable and reliable contact center solutions. 6+ years of experience in contact center technology, engineering, or operations roles. 4+ years of hands-on experience with Amazon Connect, including contact flow design, routing strategies, IVR configuration, and contact center integrations. Strong experience designing and building Amazon Connect contact flows using AWS Lambda and DynamoDB. Expertise in call routing design, including routing profiles, queues, callbacks, emergency messaging, dynamic business hours, and holiday routing. Practical experience with AWS services commonly used with Amazon Connect, including Lambda, DynamoDB, S3, and CloudWatch. Strong programming experience in Python with AWS Lambda and API integrations. Experience integrating Amazon Connect with CRMs, third-party applications, APIs, and backend
