Senior Amazon Connect Engineer
Cloudelligent2 months ago
Bengaluru, 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 with AWS Lambda, API Gateway, Step Functions, DynamoDB, Amazon S3, and EventBridge.
- Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise platforms using REST APIs and AWS services.
- Implement conversational AI solutions with 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.
- Contribute to solution development, technical proposals, proof-of-concepts, and go-to-market initiatives.
Requirements
- Bachelor's or master's degree in Computer Science, AI, Machine Learning, or a related field.
- At least 5 years of experience in cloud architecture and implementation.
- At least 3 years of Amazon Connect experience.
- At least 3 years of enterprise-scale NLP/NLU solution design and implementation using a conversational AI framework such as Rasa, Dialogflow, Lex, or another bot service.
- At least 3 years of hands-on coding experience with REST APIs and web services, including integration of at least three contact center platforms.
- Strong experience configuring Amazon Connect contact flows, routing profiles, queues, quick connects, and agent workspaces.
- 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 using REST APIs.
- Knowledge of IVR, ACD, call routing, customer experience, and workforce optimization concepts.
- Experience implementing conversational AI solutions with Amazon Lex and/or Amazon Bedrock.
- Familiarity with CloudFormation or Terraform for infrastructure as code.
- Excellent communication and collaboration skills with technical and business stakeholders.
- Knowledge of CI/CD pipelines and DevOps practices for AWS environments 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 position.
- Remote role based in India.
- Working hours are 8:00 a.m. to 5:00 p.m. US Central Time.