Description

You will own the technical direction for Amazon Connect implementations.

Responsibilities

• Design scalable, secure, and resilient cloud-based contact center architectures.
• Lead migrations from legacy contact center platforms (e.g., Genesys, LivePerson) to Amazon Connect.
• Build and maintain Amazon Connect contact flows, routing strategies, Lex bots, and call recording/transcription.
• Develop event-driven services using AWS Lambda, EventBridge, Kinesis, DynamoDB, and API Gateway.
• Perform root-cause analysis, incident response, and post-mortem reviews for production systems.

Required Skills

• 10+ years in telephony/contact center systems OR strong AWS backend development.
• 3+ years of hands-on AWS backend development.
• 3+ years of experience with Amazon Connect (preferred).
• 2+ years with Salesforce Service Cloud Voice (preferred).
• Proficiency with AWS Services: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, IAM.
• Experience with security protocols: JWT, OAuth/SAML, REST/GraphQL APIs.
• Knowledge of telephony concepts: SIP, RTP, PSTN, QoS, packet loss mitigation.
• Experience integrating systems with Salesforce and ServiceNow.

Key Skills

Education

Any Gradute