Senior Amazon Connect Engineer

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 using 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 utilizing AWS SDKs and APIs to enhance experiences for both agents and customers.

• Work alongside cross-functional teams to integrate Amazon Connect with CRM systems such as Salesforce.

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

• Maintain high standards of security, scalability, and compliance across all digital implementations.

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

⛳️ Requirements

• Over 5 years of experience with contact center platforms, including a minimum of 3 years working with Amazon Connect.

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

• Strong expertise in AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, Cognito, and more.

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

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

• Knowledge of GenAI tools and frameworks such as Amazon Bedrock, OpenAI, and LangChain.

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

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

🏝️ Benefits

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

• Competitive Pay and Benefits: benefit from a comprehensive compensation package that includes health insurance, language courses, and relocation assistance.

• Work From Anywhere Culture: take advantage of the flexibility offered by remote work.

• Growth Mindset: access a variety of professional development opportunities, including certification programs, mentorship, talent investment, and internal mobility.

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

• Welcoming Multicultural Environment: become part of a vibrant global team and enjoy an inclusive, supportive workplace with open communication and regular team-building events.

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