Sr. Amazon Connect Engineer (Cloud / AWS Engineer)
We are seeking a Senior Amazon Connect Engineer to design, develop, implement, and support cloud-based contact center solutions using Amazon Connect and AWS services. The ideal candidate will have hands-on experience building scalable customer engagement solutions, integrating contact center platforms with enterprise applications, and driving technical excellence across the full solution lifecycle.
Key Responsibilities
- Design and implement contact center solutions using Amazon Connect.
- Develop and maintain contact flows, IVR systems, routing strategies, queues, and agent experiences.
- Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, S3, CloudWatch, EventBridge, and API Gateway.
- Build integrations with CRM and ticketing platforms including Salesforce, Zendesk, ServiceNow, and custom applications.
- Develop and consume RESTful APIs to enable seamless system connectivity.
- Configure and optimize Contact Lens, call recording, analytics, and reporting capabilities.
- Troubleshoot production issues and perform root cause analysis.
- Participate in architecture discussions and solution design reviews.
- Implement infrastructure-as-code and automation best practices.
- Provide technical leadership and mentor junior engineers.
- Collaborate with global stakeholders, business teams, and solution architects.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
- 5+ years of software development, cloud engineering, or contact center technology experience.
- 3+ years of hands-on experience with Amazon Connect.
- Strong experience with AWS services:
- AWS Lambda
- API Gateway
- CloudWatch
- IAM
- DynamoDB
- S3
- SNS/SQS
- Experience building IVR and omnichannel customer service solutions.
- Strong understanding of APIs, web services, and integrations.
- Experience with JavaScript, TypeScript, Python, or Java.
- Experience troubleshooting enterprise-scale production environments.
- Strong verbal and written communication skills in English.
Preferred Qualifications
- AWS Certified Developer Associate.
- AWS Certified Solutions Architect Associate or Professional.
- Experience with Amazon Lex and conversational AI solutions.
- Experience with Contact Lens and customer analytics platforms.
- Experience with Salesforce Service Cloud, Zendesk, or ServiceNow integrations.
- Experience with Terraform or AWS CloudFormation.
- Knowledge of CI/CD pipelines and DevOps practices.
- Experience with migration projects from Genesys, Avaya, Five9, NICE CXone, or Cisco Contact Center platforms.
Technical Skills
Must Have
- Amazon Connect
- AWS Lambda
- API Integrations
- Contact Flow Development
- IVR Design
- Cloud Architecture
- English B2+ or higher
Nice to Have
- Amazon Lex
- Contact Lens
- Terraform
- Salesforce
- Zendesk
- ServiceNow
- Python
- Java
- CI/CD
Success Profile The ideal candidate is a hands-on engineer capable of independently designing and implementing Amazon Connect solutions while working effectively with distributed global teams. The candidate should demonstrate strong problem-solving skills, customer-focused thinking, and a deep understanding of cloud-based contact center technologies.
Key Responsibilities
- Design and implement contact center solutions using Amazon Connect.
- Develop and maintain contact flows, IVR systems, routing strategies, queues, and agent experiences.
- Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, S3, CloudWatch, EventBridge, and API Gateway.
- Build integrations with CRM and ticketing platforms including Salesforce, Zendesk, ServiceNow, and custom applications.
- Develop and consume RESTful APIs to enable seamless system connectivity.
- Configure and optimize Contact Lens, call recording, analytics, and reporting capabilities.
- Troubleshoot production issues and perform root cause analysis.
- Participate in architecture discussions and solution design reviews.
- Implement infrastructure-as-code and automation best practices.
- Provide technical leadership and mentor junior engineers.
- Collaborate with global stakeholders, business teams, and solution architects.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
- 5+ years of software development, cloud engineering, or contact center technology experience.
- 3+ years of hands-on experience with Amazon Connect.
- Strong experience with AWS services:
- AWS Lambda
- API Gateway
- CloudWatch
- IAM
- DynamoDB
- S3
- SNS/SQS
- Experience building IVR and omnichannel customer service solutions.
- Strong understanding of APIs, web services, and integrations.
- Experience with JavaScript, TypeScript, Python, or Java.
- Experience troubleshooting enterprise-scale production environments.
- Strong verbal and written communication skills in English.
Preferred Qualifications
- AWS Certified Developer Associate.
- AWS Certified Solutions Architect Associate or Professional.
- Experience with Amazon Lex and conversational AI solutions.
- Experience with Contact Lens and customer analytics platforms.
- Experience with Salesforce Service Cloud, Zendesk, or ServiceNow integrations.
- Experience with Terraform or AWS CloudFormation.
- Knowledge of CI/CD pipelines and DevOps practices.
- Experience with migration projects from Genesys, Avaya, Five9, NICE CXone, or Cisco Contact Center platforms.
Technical Skills
Must Have
- Amazon Connect
- AWS Lambda
- API Integrations
- Contact Flow Development
- IVR Design
- Cloud Architecture
- English B2+ or higher
Nice to Have
- Amazon Lex
- Contact Lens
- Terraform
- Salesforce
- Zendesk
- ServiceNow
- Python
- Java
- CI/CD
Success Profile The ideal candidate is a hands-on engineer capable of independently designing and implementing Amazon Connect solutions while working effectively with distributed global teams. The candidate should demonstrate strong problem-solving skills, customer-focused thinking, and a deep understanding of cloud-based contact center technologies.