AWS Connect Engineer

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
• Experience 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