Description

This role involves engineering and managing contact center solutions using AWS Connect.

Responsibilities

• Design and implement complex contact flows and routing logic within Amazon Connect.
• Configure user and security profiles to manage agent access and permissions.
• Develop and maintain dashboards and KPI reports to track operational performance.
• Collaborate with business analysts, security teams, and leadership on requirements and design.

Required Skills

• 3+ years of hands-on experience with Amazon Connect in enterprise environments.
• Proficiency with AWS services including Lambda, Lex, S3, DynamoDB, and CloudWatch.
• Demonstrated experience in contact flow design and call routing.
• Knowledge of VoIP, call center operations, and Customer Experience (CX) best practices.
• Experience creating operational dashboards and KPI reports.
• Ability to produce clear technical documentation.
• 5+ years of relevant professional experience.

Preferred Skills

• AWS Certification (Solutions Architect, Developer, SysOps, etc.).
• Experience with Workforce Optimization (Forecasting, Scheduling).
• Prior government or enterprise contact center experience.

Key Skills

Education

Any Graduate