Description

You will engineer and manage cloud contact center services using AWS.

Responsibilities

• Administer and support cloud contact center services, including Amazon Connect and Salesforce.
• Configure and manage omnichannel contact center environments, including teams, services, skills, and routing.
• Design, review, and optimize call flows, queues, skills, routing profiles, and prompts.
• Design and support highly available cloud applications across networking, compute, storage, and communication layers.
• Troubleshoot and support solutions across AWS and Microsoft environments, including telephony technologies.

Required Skills

• 10+ years of hands-on experience building multi-channel and omnichannel contact center solutions, preferably SaaS-based and cloud-hosted.
• Strong experience with Amazon Connect, including IVR call flow development, call routing, and queue configuration.
• Hands-on experience with AWS services, including Lambda, S3, and Lex.
• Strong expertise in Terraform scripting for Amazon Connect and AWS infrastructure.
• Programming/scripting experience in Python, Java, C#, .NET, or Node.js.
• DevOps experience, including managing CI/CD pipelines across multiple environments.
• Proven ability to analyze complex business and technical requirements and deliver scalable solutions.

Key Skills

Education

Bachelor’s degree