Description

You will lead the design, development, and optimization of cloud-based contact center solutions using Amazon Connect and its ecosystem.

This role is hybrid.

Responsibilities

• Own the technical roadmap for Amazon Connect implementations.
• Design scalable, secure, and resilient contact center solutions.
• Lead migration from legacy platforms to Amazon Connect.
• Build and maintain contact flows, Lex bots, routing strategies, and call recording/transcription.
• Provide production support and participate in on-call rotations, conducting root-cause analysis.

Required Skills

• 10+ years in telephony/contact center or strong AWS backend development experience.
• 3+ years of hands-on AWS backend development experience.
• Deep knowledge of Amazon Connect: contact flows, CTRs, Contact Lens.
• Proficiency in AWS services: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, IAM.
• Experience with JWT, OAuth/SAML, REST/GraphQL APIs.
• Familiarity with SIP, RTP, PSTN, QoS, and packet loss mitigation.
• Proficiency with Terraform and CloudFormation.
• Experience integrating with Salesforce and ServiceNow.

Key Skills

Education

Any Graduate