Amazon Connect Developer

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, develop, and sustain Amazon Connect contact flows, IVR solutions, and call routing strategies.

• Set up routing profiles, queues, callbacks, emergency messaging, and business hours/holiday routing within Amazon Connect.

• Develop AWS Lambda functions and connect Amazon Connect with DynamoDB, S3, CloudWatch, and other AWS services.

• Establish and maintain integrations with CRM platforms, third-party applications, APIs, and backend systems.

• Implement conversational AI and chatbot solutions utilizing Google Dialogflow CX or similar platforms.

• Diagnose and resolve issues related to Amazon Connect, AWS services, and contact center operations.

• Assist with CI/CD processes and infrastructure automation using tools such as Terraform and CloudFormation.

• Work collaboratively with business stakeholders, operations teams, and technical teams to deliver scalable and reliable contact center solutions.

⛳️ Requirements

• Over 6 years of experience in contact center technology, engineering, or operations roles.

• More than 4 years of hands-on experience with Amazon Connect, including contact flow design, routing strategies, IVR configuration, and contact center integrations.

• Significant experience in designing and building Amazon Connect contact flows using AWS Lambda and DynamoDB.

• Proficiency in call routing design, including routing profiles, queues, callbacks, emergency messaging, dynamic business hours, and holiday routing.

• Practical knowledge of AWS services commonly utilized with Amazon Connect, including Lambda, DynamoDB, S3, and CloudWatch.

• Strong programming skills in Python with AWS Lambda and API integrations.

• Experience integrating Amazon Connect with CRMs, third-party applications, APIs, and backend systems.

• Understanding of contact center and telephony fundamentals, including IVR design, call routing, VoIP concepts, and omnichannel customer engagement.

• Familiarity with version control tools such as Git, GitHub, or TFS.

• Experience with CI/CD and Infrastructure-as-Code tools such as Terraform, CloudFormation, or similar technologies.

• Excellent troubleshooting, debugging, analytical, and problem-solving abilities.

• Outstanding communication and collaboration skills with both technical and non-technical stakeholders.

• Preferred: AWS Cloud Practitioner or equivalent AWS certification.

• Experience with legacy contact center platforms such as Genesys, Avaya, or Cisco.

• Familiarity with contact center reporting, analytics, workforce management (WFM), and performance monitoring tools.

• Experience in supporting enterprise-scale or regulated contact center environments.

• Experience implementing portal widgets, chatbot integrations, email, SMS, and omnichannel customer service solutions.

• Experience designing call flows and integrating contact center platforms with backend systems through APIs.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.