Roles and Responsibilities

• Design, develop, and deploy Amazon Connect contact center solutions.
• Configure and customize call flows, IVRs, routing profiles, queues, and agent hierarchies.
• Integrate Amazon Connect with AWS Lambda, Lex, DynamoDB, S3, Kinesis, and other AWS services.
• Develop and maintain chatbots, voice bots, and automation workflows using AWS Lex and Lambda.
• Optimize call flows, and implement real-time and historical analytics with AWS Contact Lens and Amazon Connect Insights.
• Troubleshoot and resolve telephony, latency, and call quality issues.
• Collaborate with developers, architects, and stakeholders to enhance customer experience and operational efficiency.
• Ensure security, compliance, and scalability of the contact center environment.

Required Technical/Functional Skills

• Experience with call flows, routing profiles, queues, agent hierarchies, IVR design (DTMF & speech-enabled), and integration with Amazon Connect Insights & Contact Lens.
• Proficiency in AWS Lambda, Amazon Lex, DynamoDB, RDS, S3, Kinesis, API Gateway, IAM, and AWS security best practices.
• Strong skills in Python or JavaScript for Lambda functions, JSON, REST APIs, and Web Services for integrations.
• Experience in CTI integrations (Salesforce, Zendesk, ServiceNow), SIP, WebRTC, VoIP, and telephony troubleshooting.
• Familiarity with AWS CloudWatch, X-Ray, Lambda error handling, and performance optimization for scalability and high availability.

Qualifications

• 7+ years of experience in Amazon Connect engineering and cloud-based contact center solutions.
• Strong background in AWS services, integrations, and telephony.
• Excellent troubleshooting and performance optimization skills.
• Ability to collaborate with cross-functional teams to improve customer service operations and ensure compliance with security standards.

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