AWS connect Engineer

Role:- AWS connect Engineer

Remote

C2C or W2

Job Summary:

We are seeking an experienced AWS Connect Engineer to design, implement, and support cloud-based contact center solutions using Amazon Connect. You will play a key role in configuring call flows, integrating third-party systems, and optimizing the overall customer service experience through cloud-native technologies.

Key Responsibilities:

• Design, develop, and maintain Amazon Connect contact center solutions including call flows, queues, routing profiles, and IVRs.

• Integrate Amazon Connect with other AWS services such as Lambda, Lex (Chatbots), Polly, DynamoDB, S3, CloudWatch, and external CRMs or ticketing systems (e.g., Salesforce, Zendesk).

• Develop Lambda functions to support real-time call processing and data integrations.

• Work closely with customer experience teams to understand business requirements and optimize call routing logic.

• Monitor, troubleshoot, and improve contact center performance using CloudWatch, AWS Connect Metrics, and analytics tools.

• Support user authentication, customer data access, and real-time reporting solutions.

• Implement CI/CD pipelines and infrastructure as code using tools like CloudFormation or Terraform.

• Ensure compliance with security and privacy standards across all voice and data interactions.

Required Skills & Qualifications:

• Overall 8+yrs with 3+ years of experience with Amazon Connect and cloud contact center engineering.

• Strong understanding of AWS Lambda, Lex, Polly, CloudWatch, S3, and related AWS services.

• Experience in building and maintaining IVRs, routing profiles, and call flows within Amazon Connect.

• Proficiency in JavaScript, Python, or Node.js for Lambda function development.

• Familiarity with REST APIs and CRM integrations.

• Strong problem-solving and communication skills, with an ability to explain technical concepts to non-technical stakeholders.

Preferred Qualifications:

• AWS Certification (e.g., AWS Certified Solutions Architect, Developer, or Machine Learning – Lex/Polly).

• Experience with Chatbots, Contact Lens, Amazon Lex V2, or real-time transcription tools.

• Background in telecom or customer support technology.

• Experience with enterprise telephony, SIP, or CTI integration is a plus.

Thanks & Regards

Naveen Vulupala

(An eVerified Participant)

1159 Sonora Court, Suite 120

Sunnyvale, California 94086

Phone No: (Desk) (WhatsApp)