Description

Design, implement, and support cloud-based contact center solutions using Amazon Connect.

This role is remote.

Responsibilities

• Design and maintain Amazon Connect contact center solutions, including call flows, queues, routing profiles, and IVRs.
• Integrate Amazon Connect with AWS services (Lambda, Lex, Polly, DynamoDB, S3, CloudWatch) and external CRM/ticketing systems.
• Develop Lambda functions to support real-time call processing and data integrations.
• Monitor, troubleshoot, and improve contact center performance using CloudWatch and analytics tools.
• Implement CI/CD pipelines and infrastructure as code using CloudFormation or Terraform.

Required Skills

• 5+ years of experience in cloud contact center engineering with Amazon Connect.
• Strong understanding of AWS services including Lambda, CloudWatch, S3, and DynamoDB.
• Proficiency in JavaScript, Python, or Node.js for Lambda function development.
• Experience building and maintaining IVRs, routing profiles, and call flows within Amazon Connect.
• Familiarity with REST APIs and CRM integrations.
• Experience with AWS infrastructure and cloud-native design patterns.

Key Skills

Education

Any Graduate