Description

You will engineer, manage, and optimize cloud contact center services on AWS.

This role is on-site.

Responsibilities

• Administer and support Amazon Connect and Salesforce contact center environments.
• Design, review, and optimize call flows, queues, skills, routing profiles, and prompts.
• Configure omnichannel contact center settings including teams and services.
• Design and support highly available cloud applications across networking, compute, storage, and communication layers.
• Troubleshoot and resolve issues 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 expertise with Amazon Connect, including IVR call flow development, call routing, and queue configuration.
• Hands-on experience with AWS services, specifically Lambda, S3, and Lex.
• Strong expertise in Terraform scripting for Amazon Connect and AWS infrastructure.
• Programming or scripting proficiency in Python, Java, C#, .NET, or Node.js.
• DevOps experience managing CI/CD pipelines across multiple environments.
• Proven ability to analyze complex business and technical requirements to deliver scalable solutions.

Key Skills

Education

Bachelor’s degree