Senior Amazon Connect Developer

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

📋 Description

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

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

• Create and integrate custom chat widgets and portals featuring JWT authentication and secure API calls.

• Develop and maintain tailored widgets using AWS SDKs and APIs to enhance the experiences of agents and customers.

• Work in collaboration with cross-functional teams to integrate Amazon Connect with CRM systems like Salesforce and ServiceNow.

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

• Ensure that all digital implementations adhere to standards of security, scalability, and compliance.

• Diagnose and enhance the configurations of Amazon Connect digital environments, including routing, flows, and channel setups.

⛳️ Requirements

• A minimum of 6 years of experience with contact center platforms, including at least 4 years specifically with 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 calls, and integration of portal/chat widgets.

• Demonstrated ability to build custom widgets using AWS SDKs and APIs.

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

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

• Excellent problem-solving capabilities and the ability to thrive in agile, fast-paced settings.

• AWS Certified Developer or Solutions Architect designation is preferred.

• Previous experience with migrations from Genesys and LivePerson is preferred.

• Knowledge of regulated industries and compliance frameworks such as 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 related to customer experience is preferred.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities.

• Flexibility for remote work.

• An inclusive and supportive work atmosphere.

• Regular company social events for team building.