About Position:
We are looking for an experienced Amazon Connect Engineer to design, implement, and support AWS based contact center solutions using Amazon Connect. The role requires strong hands-on experience in contact center workflows, IVR design, AWS integrations, and telephony concepts, along with the ability to troubleshoot production issues and support business critical customer experience systems.
- Role: Amazon Connect Developer
- Location: All Persistent Location
- Experience: 3 to 9 years
- Job Type: Full-Time Employment
What You'll Do:
- Design, configure, and maintain Amazon Connect contact center solutions
- Develop and manage Amazon Connect contact flows, routing profiles, queues, and IVR logic
- Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB, S3, and CloudWatch
- Implement call routing, inbound/outbound calling, whisper, transfer, and hold workflows
- Handle CCP configuration, agent setup, and real‑time monitoring
- Analyze and troubleshoot call flow, telephony, SIP, and CTI issues
- Monitor contact center performance using reports, metrics, and dashboards
- Support production issues, perform root‑cause analysis, and implement fixes
- Work closely with business, CX, and IT teams for enhancements and integrations
- Ensure security, access control, and compliance using AWS IAM and policies
Expertise You'll Bring:
- Hands on experience with Amazon Connect
- Strong knowledge of Contact Flows, IVR, CCP, Queues, and Routing Profiles
- Experience integrating Amazon Connect with AWS Lambda
- Working knowledge of Amazon Lex and Amazon Polly
- Understanding of Contact Center, CTI, SIP, VoIP, and PSTN
- Experience with call routing, inbound/outbound calls, and reporting
- Familiarity with AWS IAM, CloudWatch, S3, and DynamoDB
- Strong troubleshooting and problem solving skills
