Amazon Connect Engineer

Overview

On Site
$110,000 - $130,000
Full Time

Skills

Amazon Connect
AWS Services
Contact Center
IVR Design
Call Routing
Lambda
Lex
Kinesis
CTI integration
SIP Trunking

Job Details

Note: This is a fulltime and onsite opportunity.

Role: Amazon Connect Engineer
Work location: Seattle, WA (Onsite)

Job Description

Must-Have Technical/Functional Skills

Experienced Amazon Connect professional with at least 7 years of hands-on experience in designing, implementing, and optimizing cloud-based contact center solutions
The ideal candidate will have expertise in AWS services, IVR design, call routing, and integration with third-party applications.

  1. Amazon Connect Core Expertise
  • Amazon Connect Call Flows, Routing Profiles, Queues, and Agent Hierarchies
  • IVR Design & Configuration (DTMF & Speech-enabled)
  • Amazon Connect Contact Lens (for speech analytics & sentiment analysis)
  • Amazon Connect Insights (for reporting and analytics)
  1. AWS Services & Integrations
  • AWS Lambda (for backend processing & API interactions)
  • Amazon Lex (for chatbots & voice automation)
  • DynamoDB / RDS (for storing customer session data)
  • Amazon S3 (for call recordings & logs)
  • Amazon Kinesis / Event Bridge (for real-time analytics & event processing)
  • AWS API Gateway (for secure integrations)
  • AWS IAM & Security Best Practices
  1. Scripting & Development
  • Python, or JavaScript (for developing Lambda functions)
  • JSON, REST APIs, and Web Services (for API-based integrations)
  • Amazon Connect Streams API (for custom CTI and UI development)
  1. Contact Center & Telephony Skills
  • CTI Integration (with CRMs like Salesforce, Zendesk, and ServiceNow)
  • WebRTC, SIP, VoIP (for softphone & call handling)
  • Session Initiation Protocol (SIP) Trunking
  • Telephony Troubleshooting (latency, call quality, and debugging)
  1. Monitoring & Optimization
  • AWS CloudWatch & X-Ray (for monitoring and debugging)
  • Logging & Error Handling (structured logging in Lambda & Connect logs)
  • Performance Optimization (scalability & high availability best practices)

Roles & 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 using AWS Contact Lens and Amazon Connect Insights.
  • Troubleshoot and resolve telephony, latency, and call quality issues.
  • Work with developers, architects, and stakeholders to enhance customer experience and operational efficiency.
  • Ensure security, compliance, and scalability of the contact center environment.

ABOUT Ztek:

Website:

Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek s diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.

Ztek Consulting | Talent Matters

Ztek is a minority and woman-owned business enterprise that provides customized talent management solutions for clients.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.