Description

You will own the technical direction for contact center solutions.

Responsibilities

• Design scalable, secure, and resilient contact center architectures using Amazon Connect.
• Lead the migration of systems from legacy platforms like Genesys and LivePerson to Amazon Connect.
• Build and maintain contact flows, Lex bots, and routing strategies, integrating with Salesforce and ServiceNow.
• Develop event-driven services using AWS Lambda, EventBridge, and DynamoDB.
• Provide production support, conduct root-cause analysis, and establish operational observability (SLIs/SLOs).

Required Skills

• 10+ years of experience in telephony/contact center or strong AWS backend development.
• 3+ years of hands-on experience with AWS backend development.
• 3+ years hands-on experience with Amazon Connect is preferable.
• Familiarity with Node.js development.
• Experience integrating with Salesforce and ServiceNow.
• Knowledge of AWS services including API Gateway and DynamoDB.
• Experience implementing GenAI solutions using Amazon Bedrock or LangChain.

Preferred Skills

• 2+ years with Salesforce Service Cloud Voice.

Key Skills

Education

Any Gradute