AWS Connect Engineer

Job Description

Job Summary:

We are seeking a skilled AWS Connect Engineer with strong experience in AWS Lambda to design, develop, and maintain scalable cloud-based contact center solutions. The ideal candidate will have hands-on expertise in Amazon Connect setup, configuration, and integration using serverless technologies, primarily AWS Lambda.

Key Responsibilities:

Design, build, and maintain Amazon Connect contact flows, IVR systems, and call routing logic.

Develop AWS Lambda functions to support backend integration, data manipulation, and workflow automation.

Integrate Amazon Connect with other AWS services such as DynamoDB, S3, CloudWatch, SNS, and API Gateway.

Collaborate with stakeholders to gather requirements and optimize call flows and customer experience.

Implement and manage Amazon Lex bots for natural language IVR.

Monitor and troubleshoot issues related to call quality, call routing, and contact flows.

Automate deployment using CloudFormation or Terraform.

Ensure best practices in security, scalability, and performance.

Required Qualifications:

9+ years of hands-on experience with Amazon Connect.

Proficient in AWS Lambda, Node.js or Python.

Solid experience integrating AWS services (e.g., Lex, DynamoDB, API Gateway).

Familiarity with Contact Lens for Amazon Connect and Amazon CloudWatch for logging and monitoring.

Understanding of contact center operations and metrics.

Experience with RESTful APIs and data integration.