AWS Connect Developer – Contract

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

📋 Description

• Design, construct, and configure Amazon Connect contact flows, encompassing IVR call flows, routing profiles, queues, operational hours, and quick connects.

• Create and integrate AWS Lambda functions to enhance Connect contact flows, including data retrieval, dynamic routing logic, and third-party API interactions.

• Develop and refine conversational IVR experiences utilizing Amazon Lex, including intents, slots, and bot integration with Connect.

• Set up Amazon Connect Contact Lens, call recording, and Contact Trace Records (CTRs) for reporting and quality/compliance requirements.

• Integrate Amazon Connect with CRM and other backend systems, such as Salesforce and ServiceNow, through APIs and event streams.

• Oversee, troubleshoot, and enhance contact center performance using CloudWatch metrics, logs, and alarms.

• Assist in deployment and infrastructure-as-code practices for Connect instances utilizing CloudFormation or Terraform across various environments.

• Collaborate with contact center operations, workforce management, and business stakeholders to convert call center requirements into technical Connect configurations.

• Document Connect designs, configurations, and technical specifications for the project team and future reference.

• Facilitate and coordinate user acceptance testing (UAT) for new or modified contact flows.

• Communicate enhancements, modifications, and issues to project managers and stakeholders.

⛳️ Requirements

• Bachelor's degree in a technical discipline, such as computer science or engineering, or equivalent experience.

• 5–7 years of relevant experience.

• Practical experience in developing and configuring Amazon Connect, including contact flows, routing, and Lambda integrations.

• Experience in call center/contact center roles supporting or creating solutions for a live call center environment.

• Familiarity with Amazon Lex, Amazon Polly, and Contact Lens for conversational IVR and quality/analytics applications.

• Knowledge of infrastructure-as-code using CloudFormation or Terraform for deploying and managing Connect instances.

• AWS certification, such as AWS Certified Developer or AWS Certified Solutions Architect.

• Understanding of Agile software development and the software development life cycle (SDLC).

• Excellent analytical abilities, sound judgment, capability to work independently, and a drive to see projects through to completion.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans with 60% of premiums covered for employees and their dependents by 10Pearls.

• Employer-funded health reimbursement account (HRA) available for the high-deductible health plan option.

• Generous 401(k) plan featuring a 4% employer match and immediate vesting after 90 days of employment.

• Paid leave for vacation, sick/wellness, and personal time; a separate paid parental leave program is also offered.

• Employer-paid short-term, long-term, life, and AD&D insurance.

• Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and their dependents.

• Full access to the Tysons Corner Headquarters office, equipped with amenities such as a state-of-the-art gym, a fully stocked kitchen with snacks and cold brew coffee on tap, and free on-site parking.