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 workloads from Genesys and LivePerson to Amazon Connect.

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

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

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

• Work closely with cross-functional teams to connect Amazon Connect with CRM platforms like Salesforce and ServiceNow.

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

• Ensure security, scalability, and compliance throughout digital implementations.

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

⛳️ Requirements

• A minimum of 6 years of experience with contact center platforms, including at least 4 years focused on Amazon Connect.

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

• Strong knowledge of AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, Cognito, and more.

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

• Demonstrated ability to create 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 abilities and capacity to thrive in agile, fast-paced settings.

• AWS Certified Developer or Solutions Architect certification is preferred.

• Background in migrations from Genesys and LivePerson is advantageous.

• Experience in regulated industries with compliance frameworks, such as HIPAA, is beneficial.

• Knowledge of Amazon Kendra or other AI-driven search solutions is a plus.

• Familiarity with LLMs, Foundation Models, and Small Language Models in customer experience is a bonus.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility prospects.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive workplace.

• Open lines of communication.

• Regular team-building social events.