Amazon Connect Engineer

Must Haves: 

• 3+ years of Amazon Connect implementation experience
• Strong knowledge of call flow design and IVR development
• Experience with security profile architecture and user access management
• Familiarity with identity and access management (IAM, Okta integration)
• Experience managing large-scale user populations (400+ users)
• Understanding of contact center operations and routing logic

Key Responsibilities

• Security Profile Design & Management

• Define and document security profiles for various user roles (agents, managers, analytics, operations reporting)

• Establish access control frameworks based on business requirements and user responsibilities

• Manage ongoing profile updates and maintenance as new features are released

• Call Flow Development & Optimization

• Design and build call flows for inbound, outbound, and blended contact scenarios, for Omnichannel contact center, Voice, Chat and Email

• Implement Interactive Voice Response (IVR) logic for call routing and customer self-service

• Integrate Amazon Connect flows with Amazon Lex to capture caller intent

• Integrate call flows with CRM systems and backend applications

• Test call flows across multiple scenarios and optimize for efficiency

• Document call flow logic and maintain version control for changes

• Troubleshoot and resolve call flow performance issues

• Hands on experience developing and configuring Amazon Connect flows in support of the following features:

• Amazon Connect customer profiles

• Agent Workspace

• User Account Configuration

• Configure individual user accounts with appropriate security profiles and routing settings

• Manage multi-profile assignments (users can hold up to two concurrent security profiles)

• Ensure account settings align with business needs (auto-answer, call recording, screen capture, voicemail)

• Integration & Infrastructure

• Work with identity management teams to integrate Okta, Sale Point, and Amazon Connect

• Develop connectors between provisioning systems and Amazon Connect instances

• Support AD group management and user provisioning automation

• Integrate call flows with AWS Lambda, DynamoDB, and other AWS services as needed

• Feature & Capability Assessment

• Maintain current inventory of Amazon Connect features and capabilities

• Evaluate new features released by AWS for applicability to business use cases

• Identify and document access level requirements for emerging features

• Cross-functional Collaboration

• Partner with business teams to understand role-specific needs and call flow requirements

• Work with security and compliance teams on access governance

• Support offshore/onshore and commercial/government security segmentation requirements

• Collaborate with operations teams on call routing and queue management