Amazon Connect Engineer

5+ years Amazon Connect implementation experience. Strong hands-on experience with Amazon Connect, including contact flows, routing profiles, IVR, and integrations. Experience with enterprise contact center deployments and migrations Working knowledge of telephony fundamentals (SIP trunking, PSTN routing). Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email). Strong understanding of contact center and customer service operations. Experience building dashboards and reports using native tools or BI platforms. Familiarity with APIs and integration principles. Self-directed, curious, and collaborative mindset. Experience with AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, and IAM. Understanding of CI/CD pipelines, infrastructure as code (e.g., CloudFormation, Terraform), and DevOps practices. Excellent problem-solving skills and ability to work in a fast-paced, agile environment.

Build and deploy serverless applications using AWS Lambda, API Gateway, and Node.js. Integrate Amazon Connect with backend systems and third-party APIs. Implement event streaming and real-time data processing such as Amazon Kinesis Develop and manage contact flows, Transfer Queues, Lex bots, and Lambda integrations within Amazon Connect. Ensure solutions are secure, scalable, and compliant with industry standards. Monitor and troubleshoot production issues, ensuring high availability, and performance. Configure Amazon Connect (queues, routing, profiles, security roles). Build IVR/contact flows using Lambda, Lex/LLM, APIs, and dynamic routing. Enable voice/chat/email channels and manage outbound dialing. Manage S3 recordings, KMS encryption, compliance, and Voice ID. Perform testing/debugging, optimize performance, and support UAT/monitoring.