Amazon Connect Engineer/Cloud Engineer (Connect)

Role: Amazon Connect Developer

Location: Remote

Skillset: Amazon Connect

Required Qualifications:

• 4+ years of experience with AWS services, including Amazon Connect/Amazon Lex.
• Strong understanding of contact center operations, Conversation design and technologies.
• Strong understanding of IVR design principles, call routing logic, and contact center operations.
• Experience with contact center reporting, analytics, and dashboards.
• Proficiency in scripting (Python, Node.js, react.js) and AWS Lambda.
• Experience with AWS IAM, CloudWatch, and API Gateway.
• Familiarity with CI/CD pipelines and Infrastructure as Code (IaC) tools like CloudFormation or Terraform.
• Excellent problem-solving and communication skills.

Preferred Qualifications:

• AWS Certified Solutions Architect or AWS Certified Developer.
• Design and Develop Chatbots using Amazon Lex, including intents, slots, and conversation flows.
• Knowledge of CRM integrations (Salesforce, Zendesk, Service Now etc.).
• Experience with API integrations and connecting AWS Connect to external systems such as CRMs or databases.
• Experience working in agile development environments.
• Experience with omnichannel communication strategies.

Key Responsibilities:

• Design and deploy Amazon Connect contact center solutions.
• Integrate AWS Connect with other AWS services (Lambda, Lex, S3, DynamoDB, etc.).
• Customize call flows, IVRs, and routing logic using Contact Flows and AWS Lambda.
• Implement real-time and historical reporting dashboards.
• Ensure security, scalability, and compliance of contact center solutions.
• Collaborate with cross-functional teams including DevOps, QA, and customer support.
• Troubleshoot and optimize existing AWS Connect implementations.