Senior Amazon Connect Engineer

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

📋 Description

• Design, implement, and maintain enterprise-level Amazon Connect solutions.

• Configure and tailor Amazon Connect components such as Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, and Agent Workspaces.

• Create serverless applications utilizing AWS Lambda, API Gateway, Step Functions, DynamoDB, Amazon S3, and EventBridge to enhance Amazon Connect capabilities.

• Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise systems through REST APIs and AWS services.

• Deploy conversational AI solutions using Amazon Lex and Amazon Bedrock to improve self-service options and customer experiences.

• Diagnose and optimize Amazon Connect deployments for performance, reliability, scalability, and security.

• Collaborate with clients and internal teams to collect requirements and convert business needs into technical solutions.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science, AI, Machine Learning, or a related discipline.

• Over 5 years of experience in cloud architecture and implementation.

• More than 3 years of experience with Amazon Connect.

• At least 3 years of experience designing and implementing NLP/NLU (IVR or chat) solutions using a major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or any Bot Service) at an enterprise level in a contact center setting.

• Minimum 3 years of hands-on coding experience with REST APIs and web services, successfully integrating at least 3 contact center platforms (e.g., Genesys, Amazon Connect, Five9).

• Strong expertise in configuring Amazon Connect, including Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspace.

• Familiarity with AWS services such as AWS Lambda, API Gateway, Amazon S3, DynamoDB, Step Functions, IAM, and CloudWatch.

• Proficient in Python for automation, integrations, and serverless development.

• Understanding of contact center technologies and concepts, including IVR, ACD, call routing, customer experience, and workforce optimization.

• Experience in implementing conversational AI solutions using Amazon Lex and/or Amazon Bedrock.

• Exceptional communication skills with the ability to work collaboratively with both technical and business stakeholders.

🏝️ Benefits

• Health insurance

• Professional development

• Flexible work arrangements