Amazon Connect Sr Engineer / Architect

Roles & Responsibilities

• Overall experience 10+ years

• Experience in design, development, implementation & maintenance of Amazon Connect Contact Center Platform

• Experience in development and implementation of Chatbot using Amazon Lex

• Experience on AWS Lambda using Python

• Experience with Contact Center Platform and building solutions for IVR

• AWS certification preferred.

• Prior Contact Center Experience is a must and development experience is must

· Continuously monitor and optimize Amazon Connect configurations and workflows to improve performance, scalability, and efficiency

· Conduct thorough testing of contact center solutions to ensure they meet quality standards, functional requirements, and client expectations

· Prepare comprehensive technical documentation, including architecture diagrams, deployment guides, and user manuals

· Provide training and support to client teams as needed

· Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities

· Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives

· Create CI/CD pipelines and/or DevOps automation

· Development of custom reports and dashboards

· Collaborate with clients to understand their business requirements and design customized contact center solutions leveraging Amazon Connect and other AWS services

· Lead the implementation of Amazon Connect solutions, including configuring contact flows, integrating with CRM systems like Zendesk, setting up telephony services, and en suring seamless operation

· Develop custom solutions and integrations using AWS Lambda, AWS Step Functions, and other AWS services to meet unique business needs and enhance contact center functionality

Must Have Technical/Functional Skills

• Minimum of 10 years of experience in designing, implementing, and supporting contact center solutions

• Extensive hands-on experience with Amazon Connect, Amazon Lex, AWS services (e.g., Lambda, S3, DynamoDB, CloudFormation), and related technologies

• Strong understanding of contact center concepts, such as IVR, ACD, call routing, and workforce management

• Proficiency in programming/scripting languages, such as Python

• Excellent problem-solving skills and ability to troubleshoot complex technical issues

• Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences

• Ability to identify key contact center Features and help customers with MVP definition