AWS Connect Developer

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

📋 Description

• Design, configure, and optimize contact flows for voice, chat, SMS, and omni-channel interactions within Amazon Connect.

• Develop Lambda functions and backend services utilizing Node.js to enhance the capabilities of Amazon Connect.

• Establish and maintain integrations between Amazon Connect and various CRMs, including Zoho CRM, Salesforce, ServiceNow, and Zendesk.

• Facilitate bi-directional data flows for the synchronization of customer data, ticket creation, and case management.

• Implement real-time event streaming and reporting pipelines using technologies such as Kinesis, DynamoDB, Athena, and S3.

• Utilize AWS AI/ML services, including Lex, Polly, Transcribe, and Comprehend to improve IVR and chatbot automation.

• Collaborate with business teams to automate processes related to lead management, support tickets, call recordings, and customer notes.

• Ensure data security, access controls, and compliance through the use of IAM roles, encryption, and monitoring practices.

• Troubleshoot issues, optimize integrations, and drive continuous improvements.

⛳️ Requirements

• Over 10 years of software development experience, with at least 5 years focused on Amazon Connect development.

• Strong proficiency in Node.js development, including backend services, APIs, and integrations.

• Practical experience with Amazon Connect contact flows, queues, routing profiles, and reporting functionalities.

• Demonstrated ability to integrate Amazon Connect with Zoho CRM or other CRM systems like Salesforce and ServiceNow.

• Familiarity with REST/GraphQL APIs, webhooks, and OAuth-based integration methods.

• Solid understanding of IAM security, role-based access, and compliance standards.

• Experience with Amazon Lex, Polly, and Transcribe for developing conversational AI solutions.

• Knowledge of the Zoho ecosystem, encompassing CRM, Desk, Campaigns, and the Zoho PhoneBridge API.

• Background in contact center technologies such as Avaya, Genesys, or Twilio.

🏝️ Benefits

• Remote work flexibility.

• Opportunity for long-term project engagement.