Staff-level AWS Connect Developer

Position : Staff Engineer - Software

Location : Englewood, CO

We're looking for a Staff AWS Connect Developer with a strong background in AWS Connect services and architecture. Your role will involve designing, implementing, and maintaining complex AWS Connect solutions to enhance customer experiences. Your expertise in AWS Connect, Lambda development, AWS API Gateway, and API integrations will be instrumental in creating scalable, customizable, and integrated contact center solutions for modern business needs. As a Staff AWS Connect Developer, you will play a crucial role in driving the development and optimization of our AWS Connect platform and custom CCP to deliver exceptional customer and agent experiences.

Responsibilities:

• Designing and implementing contact flows in AWS Connect, including IVR menus, call routing logic, and integration points with external systems. Configuring AWS Connect instances, phone numbers, queues, and other settings based on business requirements. Developing custom contact attributes, prompts, and contact flow modules to enhance the customer experience and optimize agent workflows.
• Lambda Function Development: Writing Lambda functions in C# or JavaScript to extend AWS Connect capabilities, such as customizing call routing based on dynamic data, performing backend operations, and integrating with third-party APIs. Implementing serverless solutions using AWS Lambda to handle tasks like data processing, database operations, and business logic execution within AWS Connect contact flows.
• Integration with AWS Services: Integrating AWS Connect with other AWS services like Amazon DynamoDB for data storage, Amazon S3 for file handling, Amazon Lex for chatbot interactions, and AWS Lambda for custom business logic. Leveraging AWS SDKs and APIs to facilitate seamless communication and data exchange between AWS Connect and other AWS resources.
• API Gateway Integration: Configuring and managing AWS API Gateway to create RESTful APIs that expose backend functionalities, including Lambda functions, for external applications and services. Implementing authentication, authorization, and API throttling policies in AWS API Gateway to ensure secure and efficient API access.
• Monitoring and Optimization: Monitoring AWS Connect performance metrics, such as call volumes, wait times, and agent efficiency, using AWS CloudWatch and other monitoring tools. Analyzing data and identifying opportunities for optimization, such as fine-tuning contact flows, adjusting routing strategies, and improving system scalability and reliability.
• Documentation and Best Practices: Documenting technical designs, configuration steps, code repositories, and troubleshooting procedures related to AWS Connect, Lambda functions, API Gateway, and integration points. Following AWS best practices, security guidelines, and compliance standards to ensure the robustness, security, and compliance of AWS Connect solutions. This includes code reviews to ensure quality and maintainability.
• Collaboration and Support: Collaborating with cross-functional teams, including business stakeholders, developers, system administrators, and support personnel, to gather requirements, deploy solutions, and provide ongoing support and maintenance. Participating in agile development processes, sprint planning, and continuous improvement initiatives to drive innovation and deliver high-quality solutions within project timelines.
• Troubleshooting to help resolve complex technical issues related to AWS Connect infrastructure, integrations, and functionality.
• Stay updated on AWS Connect best practices, industry trends, and emerging technologies to drive innovation and efficiency.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree preferred.
• 6 years of experience in AWS Connect development and implementation.
• Proficiency in AWS services such as Lambda, DynamoDB, S3, CloudFormation, IAM, and CloudWatch.
• Strong understanding of contact center operations, including IVR systems, call routing, and telephony integrations.
• Experience with programming languages such as React, Python, JavaScript, or Java.
• Solid understanding of RESTful APIs, web services, and microservices architecture.
• Excellent problem-solving skills and ability to analyze complex systems to identify and resolve issues.
• Strong communication skills with the ability to effectively collaborate with stakeholders at all levels.
• AWS certification (e.g., AWS Certified Solutions Architect, AWS Certified Developer) is a plus.
• Experience with CI/CD pipelines and DevOps practices is desirable.