Amazon Connect Engineer

Overview

Remote
$120,000 - $130,000
Full Time

Skills

Amazon Connect
IVR Design
AWS Lambda
Amazon Lex
DynamoDB
Amazon S3
Amazon Kinesis
AWS API Gateway
AWS IAM

Job Details

Job Title: Amazon Connect Engineer

Location: REMOTE

Duration: Fulltime Employment (Permanent)

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, 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.
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