Senior Amazon Connect Engineer
Cloudelligent17 hours ago
Hyderābād, 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 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.
- Support go-to-market initiatives through solution development, technical proposals, and proof-of-concepts.
- 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 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 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 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 employment.
- Remote work from India.
- Working hours are 8:00 am to 5:00 pm CST, US Central Time.
About Cloudelligent
Cloudelligent provides AWS-focused consulting and managed cloud services, covering migration, modernization, DevOps, data, and generative AI solutions for businesses. The privately held company, founded in 2017 and headquartered in Dallas, is an AWS Premier Tier Services Partner with multiple AWS competencies and a Well-Architected practice. It serves startups, SMBs, ISVs, and nonprofits through recurring managed services and project-based engagements, including cost optimization (FinOps) and security.