Senior Amazon Connect Engineer
Cloudelligent2 months ago
Hyderābād, IndiaSenior
Responsibilities
- Design, implement, configure, optimize, and support enterprise-scale Amazon Connect solutions, including 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 to extend Amazon Connect.
- Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise platforms through REST APIs and AWS services.
- Implement conversational AI solutions with Amazon Lex and Amazon Bedrock and configure Contact Lens, call recording, transcription, analytics, and reporting.
- Troubleshoot deployments for performance, reliability, scalability, and security while translating customer requirements into technical solutions.
- Participate in architecture discussions, solution design, technical workshops, customer demonstrations, proof-of-concepts, technical proposals, and go-to-market initiatives.
- Stay current with Amazon Connect features, AWS services, 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 experience in cloud architecture and implementation.
- 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 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 such as Genesys, Amazon Connect, or Five9.
- Strong experience configuring Amazon Connect components including Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspace.
- 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 with Amazon Lex and/or Amazon Bedrock.
- Familiarity with Infrastructure as Code using CloudFormation or Terraform.
- 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 certifications such as AWS Certified Generative AI Developer - Professional, AWS Certified Machine Learning - Associate, or AWS Certified AI Practitioner are highly desirable.
Benefits
- Full-time employment.
- Remote work from India.
- Working hours are 8:00 a.m. to 5:00 p.m. CST, US Central Time.