Senior Amazon Connect Developer

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

📋 Description

• Oversee the transition of digital contact center operations from Genesys and LivePerson to Amazon Connect.

• Design and execute solutions for chat, chatbot, SMS, email, and WhatsApp utilizing Amazon Connect and AWS services.

• Create and integrate customized chat widgets and portals, incorporating JWT authentication and secure API invocation.

• Construct and sustain bespoke widgets using AWS SDKs and APIs to enhance the experiences of both agents and customers.

• Work collaboratively with cross-functional teams to connect Amazon Connect with CRM systems such as Salesforce and ServiceNow.

• Deploy GenAI-enhanced solutions for interactions between customers and agents using Amazon Bedrock, OpenAI, and other large language models (LLMs).

• Ensure that security, scalability, and compliance are upheld throughout digital implementations.

• Diagnose and improve Amazon Connect digital configurations, including routing, flows, and channel setups.

⛳️ Requirements

• Minimum of 6 years of experience with contact center platforms, including at least 4 years specializing in Amazon Connect.

• At least 2 years of practical experience in implementing digital channels such as chat, chatbot, SMS, email, and WhatsApp.

• Strong expertise in AWS services, including Lambda, API Gateway, DynamoDB, S3, CloudWatch, and Cognito.

• Experience with JWT configuration, secure API invocation, and integration of portals/chat widgets.

• Demonstrated capability to develop custom widgets utilizing AWS SDKs and APIs.

• Familiarity with GenAI tools and frameworks, including Amazon Bedrock, OpenAI, and LangChain.

• Proven experience in designing and implementing digital routing and flows within Amazon Connect.

• Excellent problem-solving abilities and a capacity to thrive in agile, fast-paced environments.

• AWS Certification as a Developer or Solutions Architect is preferred.

• Experience with migrations from Genesys and LivePerson is preferred.

• Background in regulated sectors such as healthcare and finance, with knowledge of compliance frameworks like HIPAA is preferred.

• Understanding of Amazon Kendra or other AI-driven search solutions is preferred.

• Experience with LLMs, Foundation Models, and Small Language Models in contexts of customer experience is preferred.

🏝️ Benefits

• Comprehensive health insurance.

• Access to language courses.

• Relocation assistance.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and talent investment initiatives.

• Internal mobility prospects.

• Internships available.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive workplace culture.

• Regular team-building social events organized by the company.

• Commitment to sustainable business practices focused on IT education, community empowerment, equitable operating methods, environmental sustainability, and gender equality.