Description

You will design, develop, and deploy scalable contact center solutions using Amazon Connect.

This role is remote.

Responsibilities

• Design and implement Amazon Connect contact flows, routing profiles, and agent hierarchies.
• Develop and maintain Lambda functions, Lex bots, and AWS Step Functions for dynamic call handling.
• Integrate Amazon Connect with CRM platforms, ticketing systems, and data lakes via APIs and AWS services.
• Build custom reporting dashboards using Amazon QuickSight, CloudWatch, and Kinesis.
• Document architecture, flows, and configurations for maintainability.

Required Skills

• 5+ years of professional experience.
• 3+ years of hands-on experience with Amazon Connect in enterprise environments.
• Proficiency in AWS services: Lambda, S3, DynamoDB, CloudFormation, IAM, CloudWatch.
• Proficiency in JavaScript/Node.js or Python for Lambda development.
• Experience with contact center technologies: IVR, CTI, call routing, agent scripting.
• Familiarity with AWS Lex, Polly, and Transcribe for voice automation.
• Experience integrating with Salesforce, Zendesk, or similar platforms via APIs.
• Understanding of security best practices, including encryption and role-based access.

Key Skills

Education

Any Graduate