AWS Connect Solutions Engineer

Job Summary

We are seeking a highly skilled AWS Connect Solutions Engineer with strong expertise in Genesys Cloud, Amazon Connect, and AWS services to design, implement, and optimize next-generation customer interaction solutions. The ideal candidate will have hands-on experience in contact center technologies, cloud integration, and Kinesis Client Library (KCL), with a passion for delivering secure, scalable, and high-performing solutions.

This role requires deep technical knowledge combined with strong problem-solving, collaboration, and communication skills to work with cross-functional teams and stakeholders.

Key Responsibilities

Solution Design & Implementation: Architect and implement customer interaction solutions (voice, chat, email, etc.) leveraging Genesys Cloud and AWS services.

Amazon Connect Configuration: Design and configure Amazon Connect contact flows, routing, IVR menus, and integrations with other AWS services.

AWS Integration: Integrate Amazon Connect with AWS Lambda, DynamoDB, S3, and KCL to automate workflows and enhance system functionality.

Troubleshooting & Support: Provide technical support, identify, and resolve issues within the Genesys + AWS Connect ecosystem.

Performance Monitoring: Monitor system performance, analyze customer interactions, and optimize solutions to improve efficiency and customer experience.

Knowledge Sharing: Train and mentor team members on AWS Connect and Genesys technologies; document best practices, standards, and technical designs.

Security & Compliance: Ensure solutions are secure, compliant with regulatory standards, and aligned with enterprise governance. Required Skills & Experience

Strong expertise in Genesys Cloud (contact center routing, IVR, WFM).

Hands-on experience with AWS Connect (Amazon Connect) including contact flow setup, call routing, and integrations.

Proficiency in AWS services: Lambda, DynamoDB, S3, KCL (Kinesis Client Library).

Strong knowledge of contact center technologies, telephony systems, and customer engagement strategies.

Solid understanding of cloud computing principles, architecture, and best practices.

Excellent troubleshooting, analytical, and problem-solving skills.

Strong communication and collaboration skills for cross-functional teamwork. Preferred Skills (Nice to Have)

Familiarity with Java, Python, or Kafka for advanced integrations.

Experience with DevOps practices, CI/CD, and automation.

Knowledge of security standards, compliance (SOX, GDPR), and audit controls.

AWS Certification (Solutions Architect / Developer / Connect Specialty) is a plus.