Senior Amazon Connect Engineer
Cloudelligent6 days ago
Pune, IndiaSenior
Responsibilities
- Design, implement, and support enterprise-scale Amazon Connect solutions.
- Configure Amazon Connect Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, and Agent Workspaces.
- Develop serverless applications using AWS Lambda, API Gateway, Step Functions, DynamoDB, Amazon S3, and EventBridge.
- Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise platforms.
- Implement conversational AI solutions using Amazon Lex and Amazon Bedrock.
- Configure Contact Lens, call recording, transcription, analytics, and reporting capabilities.
- Troubleshoot and optimize deployments for performance, reliability, scalability, and security.
- Gather customer requirements and translate business needs into technical solutions.
- Participate in architecture discussions, solution design, technical workshops, and customer demonstrations.
- Support go-to-market initiatives through solution development, technical proposals, and proof-of-concepts.
- Stay current with Amazon Connect, AWS, and contact center technologies.
Requirements
- Bachelor's or master's degree in Computer Science, AI, Machine Learning, or a related field.
- At least 5 years of cloud architecture and implementation experience.
- At least 3 years of Amazon Connect experience.
- At least 3 years designing and implementing enterprise-scale NLP/NLU IVR or chat solutions with a major conversational AI framework.
- At least 3 years of hands-on coding experience with web services and successful integration of at least three contact center platforms.
- Strong experience configuring Amazon Connect contact center components.
- Experience with AWS Lambda, API Gateway, Amazon S3, DynamoDB, Step Functions, IAM, and CloudWatch.
- Proficiency in Python for automation, integrations, and serverless development.
- Experience integrating Amazon Connect with enterprise applications.
- Knowledge of IVR, ACD, call routing, customer experience, and workforce optimization concepts.
- Experience implementing conversational AI with Amazon Lex and/or Amazon Bedrock.
- Familiarity with Infrastructure as Code using CloudFormation or Terraform.
- Excellent communication and collaboration skills.
- Knowledge of CI/CD pipelines and DevOps practices is highly desirable.
- Experience with solution architecture, proof-of-concepts, customer workshops, and pre-sales activities is highly desirable.
- Relevant AWS certifications, including AWS Certified Generative AI Developer—Professional, AWS Certified Machine Learning—Associate, or AWS Certified AI Practitioner, are highly desirable.
Benefits
- Full-time role with working hours from 8:00 a.m. to 5:00 p.m. US Central Time.
- Remote position based in India.