Amazon Connect Engineer

📋 Description

• Oversee and execute release planning, development, testing, and deployments for various agencies' IVR enhancements.

• Design call flows and integrate with backend systems via application program interfaces (API).

• Manage NICE Business Unit and contribute to solution design and optimization for network solutions.

• Develop routing designs and implement contact center technology solutions.

• Collaborate with the Architecture team to design, develop, and deploy APIs, as well as consume APIs.

• Offer technical support and troubleshooting assistance to both customers and internal teams during scripting issues.

• Coordinate communication and resolution of issues with several technical teams in case of problems.

• Review support tickets with agency leadership and supervise any support inquiries from team members working on those agencies' tickets.

⛳️ Requirements

• A minimum of 4 years of hands-on experience in designing and building Amazon Connect contact flows utilizing DynamoDB, Lambda, and Lex Bots.

• Demonstrated expertise in Amazon Connect, including portal widget integration, CRM integration, chatbot development, as well as email and SMS solutions.

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

• Proficient in developing custom logic using AWS Lambda to enhance contact center operations.

• Strong skills in Python, Node.js, or Java with AWS Lambda API integration.

• Familiarity with version control systems such as GIT, GitHub, and TFS.

• Experience with CI/CD tools including Terraform, CloudFormation, or GoCD.

• Excellent problem-solving, debugging, and troubleshooting skills.

• Outstanding communication and collaboration abilities with cross-functional teams and stakeholders.

• Preferred: Experience in contact center environments (e.g., Genesys, Avaya, Cisco, etc.).

🏝️ Benefits

• Culture of Relentless Performance: be part of an unstoppable technology development team boasting a 99% project success rate and over 30% year-over-year revenue growth.

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

• Work From Anywhere Culture: take advantage of the flexibility offered by remote work.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, and options for internal mobility and internships.

• Global Impact: engage in meaningful projects for leading global clients and help shape the future of various industries.

• Welcoming Multicultural Environment: join a vibrant global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

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