We are seeking a skilled and motivated Amazon Connect Engineer to join our dynamic team.
In this role, you will be responsible for designing, developing, implementing, and maintaining our Amazon Connect contact center solutions. You will leverage your expertise in AWS services to create and optimize customer interaction flows, integrate with other business systems, and ensure a high-quality, scalable, and resilient contact center environment. The ideal candidate will have a strong background in cloud-based contact center technologies, a passion for innovation, and a proven track record of delivering robust solutions.
• Design and Development:
o Design, build, and customize contact flows, queues, and routing profiles within Amazon Connect to meet business requirements.
o Develop and implement interactive voice response (IVR) systems and chatbot solutions using Amazon Lex and other AI/ML services.
o Create and manage agent configurations, profiles, and dashboards.
o Develop serverless applications and functions using AWS Lambda to extend Amazon Connect capabilities and integrate with other services.
• Integration:
o Integrate Amazon Connect with CRM systems (e.g., Salesforce, ServiceNow), databases (e.g., Amazon DynamoDB, RDS), and other third-party applications using APIs and SDKs.
o Implement and manage data streaming and analytics solutions using services like Amazon Kinesis and Amazon S3 for reporting and insights.
• Optimization and Maintenance:
o Monitor, troubleshoot, and resolve issues related to Amazon Connect and its integrations, ensuring high availability and performance.
o Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to enhance customer experience and operational efficiency.
o Utilize Amazon CloudWatch and other monitoring tools for logging, metrics, and alarms.
• Collaboration and Best Practices:
o Collaborate with cross-functional teams, including product managers, developers, and business stakeholders, to gather requirements and deliver solutions.
o Stay up-to-date with the latest advancements in Amazon Connect, AWS services, and contact center technologies.
o Implement and adhere to security best practices for AWS and contact center solutions (e.g., IAM, KMS, data privacy regulations).
· Develop and maintain comprehensive technical documentation.
o Participate in proof-of-concept (PoC) engagements and solution workshops.
o Employ DevOps practices, including Infrastructure as Code (IaC) using tools like AWS CloudFormation or Terraform, and CI/CD pipelines for efficient and reliable deployments.
Required Qualifications:
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Proven hands-on experience (typically 2-3 years) in designing, implementing, and managing Amazon Connect solutions.
• Deep understanding of Amazon Connect core features and capabilities, including contact flows, CCP (Contact Control Panel), routing, and reporting.
• Strong experience with core AWS services such as:
o AWS Lambda
o Amazon Lex
o Amazon S3
o Amazon DynamoDB
o Amazon Kinesis
• Proficiency in one or more programming/scripting languages (e.g., Node.js).
• Experience with integrating Amazon Connect with CRM platforms and other third-party systems.
• Understanding of telephony concepts (SIP, RTP, VoIP) and contact center operations.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to work effectively in a team environment.
Preferred Qualifications:
• AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator).
• Experience with Agile development methodologies.
• Understanding of regulatory compliance relevant to contact centers (e.g., GDPR, HIPAA, PCI DSS).
• Experience with migrating legacy contact center systems to Amazon Connect
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