Senior Amazon Connect Developer, Python, Bedrock

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 deploy solutions for chat, chatbot, SMS, email, and WhatsApp utilizing Amazon Connect and AWS services.

• Create and integrate custom chat widgets and portals, implementing JWT authentication and secure API invocation.

• Develop and sustain custom widgets with AWS SDKs and APIs to enhance both agent and customer experiences.

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

• Execute GenAI-powered solutions for interactions between customers and agents using Amazon Bedrock, OpenAI, and other LLMs.

• Ensure security, scalability, and compliance across all digital implementations.

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

⛳️ Requirements

• A minimum of 6 years of experience in contact center platforms, with at least 4 years dedicated to Amazon Connect.

• At least 2 years of practical experience in implementing digital communication channels (chat, chatbot, SMS, email, WhatsApp).

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

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

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

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

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

• Strong analytical and problem-solving abilities, with the capacity to thrive in agile, fast-paced environments.

• AWS Certified Developer or Solutions Architect (preferred).

• Experience with migrations from Genesys and LivePerson (preferred).

• Exposure to regulated industries and compliance standards such as HIPAA (preferred).

• Knowledge of Amazon Kendra or other AI-driven search solutions (preferred).

• Experience with LLMs, Foundation Models, and Small Language Models in customer experience settings (preferred).

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and investment in talent programs.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive work environment.

• Regular social events for team building.