About the RoleWe're looking for a hands-on Amazon Connect Engineer who can turn complex customer-service requirements into secure, scalable, AI-powered contact-center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities-omnichannel routing, generative-AI self-service, and real-time analytics-to deliver best-in-class customer experiences.
Responsibilities- Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll-free numbers).
- Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative-AI self-service
- Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third-party CRMs (Salesforce).
- Implement Contact Lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summaries.
- Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection.
- Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions).
- Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimize KPIs such as AHT, SLA, CSAT.
- Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP security).
- Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis
Requirements- 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect.
- Solid skills in at least one language (Python, Node.js/TypeScript, or Java).
- Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch).
- Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact center metrics.
- Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations.
- Excellent communication and documentation skills; ability to translate business goals into technical roadmaps.
Preferred Qualifications- AWS Solution Architect or Amazon Connect Specialty certification.
- Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect.
- Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations.
- Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics.
- Exposure to global, multi-region Connect deployments and Global Resiliency patterns.
- Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync.
- Proficiency in Five9 reporting tools.
Benefits- Competitive salary
- Health insurance
- Growth and development opportunities
- Dynamic and collaborative work environment
- Company events and team-building activities
