Senior Amazon Connect Solutions Engineer
Aivar Innovations Private Limited1 month ago
Bengaluru, IndiaSenior
Responsibilities
- Architect and build Amazon Connect contact center solutions including inbound and outbound flows, IVR, routing, queues, and voice, chat, and email channels.
- Own telephony implementation including PSTN/SIP trunking, number porting, DID and toll-free provisioning, carrier coordination, and outbound campaign setup.
- Design and troubleshoot real-time communication layers using WebRTC, WebSocket event streams, and HTTP/2 API integrations.
- Implement GenAI and agentic AI capabilities such as virtual agents, real-time agent assist, auto-summarization, sentiment analysis, and conversational self-service.
- Integrate Amazon Connect with CRM and ticketing platforms through Lambda and Connect APIs.
- Architect for scale, resilience, and security using AWS Well-Architected practices.
- Lead customer-facing technical delivery from discovery and scoping through go-live, including collaboration with Solutions Architects and pre-sales.
- Advise customers on Amazon Connect relative to competing CCaaS platforms.
- Produce documentation and runbooks and provide knowledge transfer to customer teams.
Requirements
- At least 5 years of experience with cloud contact center platforms and strong hands-on Amazon Connect experience.
- Experience with contact flows, ACD and routing, queues, PSTN, SIP, number porting, WebRTC, WebSockets, and HTTP/2.
- Knowledge of Genesys Cloud, NICE CXone, Five9, Twilio Flex, Avaya, and competing CCaaS platforms.
- Hands-on experience implementing contact center AI features, including virtual agents, agent assist, QA automation, summarization, and agentic or LLM patterns such as tool use, orchestration, and RAG.
- Strong AWS fundamentals including Lambda, API Gateway, DynamoDB, S3, IAM, and EventBridge, plus infrastructure-as-code experience with CDK, CloudFormation, or Terraform.
- Proficiency in Python or Node.js.
- Awareness of PCI-DSS payment IVR requirements, recording consent, TCPA/DNC, and data residency.
- Proven ability to lead customer-facing technical delivery from discovery through go-live and communicate trade-offs to technical and business stakeholders.
- AWS Solutions Architect or relevant specialty certification is desirable.
- Experience migrating legacy or on-premises contact centers to cloud-native platforms is desirable.
- Exposure to CCaaS RFP and evaluation processes from a vendor or consulting perspective is desirable.