We're looking for a hands-on amazon connect engineer who can turn complex customer-service requirements into secure, scalable, ai-powered contact-center solutions on aws.
you will own design, build, and optimization of connect instances that leverage the latest capabilities—omnichannel routing, generative-ai self-service, and real-time analytics—to deliver best-in-class customer experiences.
key responsibilities architect, configure, and maintain amazon connect (queues, routing profiles, hours, hierarchies, did/toll-free numbers).design ivr and chatbot experiences with drag-and-drop contact flows, amazon lex, and amazon q in connect for generative-ai self-serviceintegrate connect with aws services (lambda, step functions, dynamodb, s3, kinesis, eventbridge) and third-party crms (salesforce).implement contact lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summariesbuild outbound campaigns (predictive dialer, sms, email) and configure voice id for caller authentication and fraud detectionautomate infrastructure with cloudformation/cdk or terraform; establish ci/cd pipelines (codepipeline, github actions).set up monitoring, logging, and alerting via cloudwatch, cloudtrail, and quicksight dashboards; optimize kpis such as aht, sla, csat.ensure security and compliance (least-privilege iam, kms encryption, vpc/sip security).produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis.· 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with amazon connect.· solid skills in at least one language (python, node.js/typescript, or java).· deep knowledge of aws core services (lambda, api gateway, dynamodb, s3, iam, cloudwatch).· understanding of telephony fundamentals (sip, webrtc, pstn, codecs) and contact-center metrics.· experience with rest/json apis, oauth/saml, and event-driven integrations.· excellent communication and documentation skills; ability to translate business goals into technical roadmaps.preferred qualifications aws solution architect or amazon connect specialty certification.success migrating from legacy platforms (genesys, avaya, cisco, five9) to amazon connect.hands-on with contact lens analytics, workforce management, or wfo integrations.familiarity with ai/ml services (bedrock, sagemaker) and data-lake analytics.exposure to global, multi-region connect deployments and global resiliency patterns.hands-on experience with five9, especially in campaign/campaign profiles creation, skill-based routing, ivr design/maintenance, did's assignment/management and list sync.proficiency in five9 reporting tools.competitive salaryfun work environmentgrowth opportunities
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