Senior Amazon Connect Developer

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

📋 Description

• Design, develop, and sustain Amazon Connect contact flows, IVR solutions, and call routing methodologies.

• Configure routing profiles, queues, callbacks, emergency messaging, and business hours/holiday routing within Amazon Connect.

• Create AWS Lambda functions and integrate Amazon Connect with DynamoDB, S3, CloudWatch, and other AWS services.

• Establish and support integrations with CRM platforms, third-party applications, APIs, and backend systems.

• Implement conversational AI and chatbot solutions utilizing Google Dialogflow CX or comparable platforms.

• Diagnose and resolve issues related to Amazon Connect, AWS services, and contact center operations.

• Assist CI/CD processes and infrastructure automation using tools such as Terraform and CloudFormation.

• Collaborate with business stakeholders, operations teams, and technical teams to provide scalable and dependable contact center solutions.

⛳️ Requirements

• 6+ years of experience in contact center technology, engineering, or operations roles.

• 4+ years of direct experience with Amazon Connect, encompassing contact flow design, routing strategies, IVR configuration, and contact center integrations.

• Strong expertise in designing and building Amazon Connect contact flows utilizing AWS Lambda and DynamoDB.

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

• Practical experience with AWS services frequently used with Amazon Connect, such as Lambda, DynamoDB, S3, and CloudWatch.

• Solid programming experience in Python with AWS Lambda and API integrations.

• Experience in integrating Amazon Connect with CRMs, third-party applications, APIs, and backend systems.

• Understanding of contact center and telephony fundamentals, including IVR design, call routing, VoIP concepts, and omnichannel customer engagement.

• Familiarity with version control tools such as Git, GitHub, or TFS.

• Experience with CI/CD and Infrastructure-as-Code tools like Terraform, CloudFormation, or similar technologies.

• Strong troubleshooting, debugging, analytical, and problem-solving capabilities.

• Excellent communication and collaboration skills with both technical and non-technical stakeholders.

• Preferred: AWS Cloud Practitioner or equivalent AWS certification.

• Experience with legacy contact center platforms such as Genesys, Avaya, or Cisco.

• Familiarity with contact center reporting, analytics, workforce management (WFM), and performance monitoring tools.

• Experience supporting enterprise-scale or regulated contact center environments.

• Experience implementing portal widgets, chatbot integrations, email, SMS, and omnichannel customer service solutions.

• Experience designing call flows and integrating contact center platforms with backend systems through APIs.

🏝️ Benefits

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

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

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship and talent investment initiatives, as well as internal mobility and internship opportunities.

• Global Impact: collaborate on significant projects for top global clients and influence the future of industries.

• Welcoming Multicultural Environment: be part of a dynamic, global team and thrive in an inclusive and supportive work atmosphere with open communication and regular team-building social events.

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