Description

Lead end-to-end Amazon Connect deployments for enterprise clients, owning the lifecycle from requirements gathering and architecture design through to production rollout and disaster recovery.

Responsibilities

• Design and implement IVR call flows, routing strategies, and agent hierarchies tailored to enterprise needs.
• Integrate Amazon Connect with CRM, ERP, and workforce management systems such as Salesforce, ServiceNow, and Dynamics 365.
• Build backend automation and integrations using AWS Lambda, Step Functions, API Gateway, DynamoDB, S3, Kinesis, and CloudWatch.
• Deploy AI-powered contact center solutions, including conversational AI, voice bots, and real-time speech analytics using Lex, Polly, and Contact Lens.
• Resolve complex telephony issues related to SIP, VoIP, and PSTN while ensuring high availability and secure cloud architecture.

Required Skills

• 5+ years of cloud engineering experience with direct, hands-on Amazon Connect implementation.
• Proficiency in Python, Node.js, or JavaScript for backend automation and integration.
• Strong knowledge of AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, CloudWatch, and QuickSight.
• Expertise in telephony protocols including VoIP, SIP, PSTN, and call routing strategies.
• AWS Certification: Solutions Architect, Developer, or Advanced Networking (Associate or Professional level required).
• Proven end-to-end delivery experience from design and development to production rollout.
• Experience integrating contact centers with enterprise platforms like Salesforce, ServiceNow, or Zendesk.

Preferred Skills

• Multiple AWS Certifications (Professional or Specialty level).
• Experience migrating from legacy platforms (Cisco, Avaya, Genesys, NICE, Five9) to Amazon Connect.
• Understanding of enterprise CX/EX KPIs and how AI automation drives business value.

Key Skills

Education

Any Graduate