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 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 calls.

• Develop 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 like Salesforce and ServiceNow.

• Deploy GenAI-driven solutions for customer and agent interactions leveraging Amazon Bedrock, OpenAI, and other LLMs.

• Guarantee strong security, scalability, and compliance across all digital implementations.

• Diagnose and refine 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 focused on 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, etc.

• Experience with JWT configuration, secure API calls, and portal/chat widget integration.

• Demonstrated ability in developing custom widgets utilizing AWS SDKs and APIs.

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

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

• Excellent problem-solving skills and capacity to thrive in agile, fast-paced settings.

• AWS Certified Developer or Solutions Architect certification is a plus.

• Experience with migrations from Genesys and LivePerson is advantageous.

• Exposure to regulated industries and compliance standards such as HIPAA is beneficial.

• Knowledge of Amazon Kendra or similar AI-driven search solutions is preferred.

• Experience with LLMs, Foundation Models, and Small Language Models in customer experience scenarios is a plus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Language courses offered.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Engaging projects for leading global clients.

• Inclusive and supportive workplace culture.

• Open lines of communication.

• Regular team-building and social events.