Amazon Connect Engineer

Amazon Connect Engineer - Remote

PLEASE NOTE: This is a 6 month contrac to hire and needs to meet Client full-time conversion policies. Those dependent on a work permit sponsor now or anytime in the future (ie H1B, OPT, CPT, etc) do not meet Client requirements for this opening.

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