Description

What's the Job?

• Serve as the lead technical resource for the enterprise Amazon Connect platform supporting 600+ users.
• Own the design, implementation, enhancement, and production support of enterprise Amazon Connect solutions.
• Design and optimize contact center call flows, routing, inbound/outbound calling, and advanced voice capabilities.
• Own outbound campaign and progressive dialer solutions, including integration and operational support.
• Design and support integrations between Amazon Connect, AWS services, Salesforce/CRM, APIs, and other enterprise platforms.
• Drive scalability, reliability, security, monitoring, and performance optimization across the Amazon Connect platform.
• Lead complex troubleshooting, root-cause analysis, technical design reviews, and engineering best practices, while providing technical guidance to the broader team.
• Build Proofs of Concept (POCs) and provide technical recommendations to support future platform growth.

What's Needed?

• 8+ years of overall software engineering experience, with 6-8+ years of hands-on Amazon Connect development experience.
• Experience owning and supporting enterprise-scale Amazon Connect environments, including leading projects from solution definition through production deployment.
• Strong hands-on expertise in Amazon Connect, including contact center configuration, call flows, routing, and advanced voice capabilities.
• Hands-on experience with Amazon Connect outbound campaigns and progressive dialing, including implementation and operational support.
• Strong knowledge of AWS Lambda, S3, DynamoDB, CloudWatch, API Gateway, IAM, KMS, and serverless/event-driven architecture patterns.
• Experience with Amazon Connect Contact Records (CTR/contact records), Kinesis Data Streams, Amazon Data Firehose, real-time data streaming, and downstream processing.
• Experience designing and developing custom integrations between Amazon Connect, Salesforce or other enterprise CRM platforms, and enterprise applications using AWS Lambda, REST APIs, and event-driven integration patterns.
• Experience implementing advanced Amazon Connect capabilities including priority-based routing, call transfers, voicemail, callbacks with email/SMS notifications, and hours-of-operation management for ad hoc schedule changes, holidays, and business closures.
• Experience with Contact Lens, call recording, transcription, analytics, reporting, monitoring, sensitive-data handling/redaction concepts, and Amazon Lex for conversational IVR and self-service capabilities.
• Python development and scripting experience, with the ability develop and troubleshoot Lambda-based integrations.
• Experience with Infrastructure as Code and automated deployments using Terraform and/or CloudFormation and CI/CD practices.
• Strong production troubleshooting and root-cause analysis skills, including experience analyzing Amazon Connect Contact Records (CTR), CloudWatch logs, call latency, routing failures, stuck calls, and agent connectivity issues

Key Skills

Education

Any Graduate