Senior Amazon Connect Engineer

We are seeking a Senior Amazon Connect Engineer with 5+ years of hands-on experience designing, implementing, and supporting enterprise-scale Amazon Connect contact center environments. The role focuses on Contact Flows, routing, IVR, AWS integrations, telephony and voice technologies, and enterprise Contact Center infrastructure.

Key Responsibilities:

• Design and support Amazon Connect Contact Center solutions at enterprise scale.

• Develop and maintain Contact Flows, Routing Profiles, Queues, IVR, and call-routing solutions.

• Integrate Amazon Connect with AWS Lambda, DynamoDB, API Gateway, S3, and CloudWatch.

• Troubleshoot routing issues, call failures, and performance bottlenecks.

• Work with telephony and voice technologies including SIP, VoIP, CTI, IVR, and call routing.

• Support CRM integrations with platforms such as Salesforce, Zendesk, or similar platforms.

• Apply Java development skills to Contact Center solutions and integrations.

• Work with enterprise Contact Center infrastructure and associated networking technologies.

Required Skills & Qualifications:

• 5+ years of hands-on experience with Amazon Connect.

• Strong expertise in Contact Flows, Routing Profiles, Queues, IVR, and Call Routing Design.

• Experience integrating Amazon Connect with AWS Lambda, DynamoDB, API Gateway, S3, and CloudWatch.

• Strong understanding of telephony and voice technologies, including SIP, VoIP, CTI, IVR, and call routing.

• Experience designing and supporting enterprise-scale Contact Center infrastructure.

• Ability to troubleshoot routing issues, call failures, and performance bottlenecks.

• Experience with CRM integrations such as Salesforce, Zendesk, or similar platforms.

• Strong Java development skills.

• Knowledge of networking concepts including Routing, Switching, MPLS, SIP, and VoIP.

Preferred Qualifications:

• Knowledge of Amazon Lex for chatbot and voice bot implementations.

• Knowledge of Python and JavaScript.

• Exposure to Cisco Contact Center technologies including UCCE and CVP.