Senior Amazon Connect Developer

Job Description

We are seeking an experienced Amazon Connect Engineer to design, build, and optimize advanced contact center solutions on AWS.

Responsibilities

• Design, develop, and maintain Amazon Connect contact flows, IVR solutions, and call routing strategies.
• Configure routing profiles, queues, callbacks, emergency messaging, and business hours/holiday routing within Amazon Connect.
• Develop AWS Lambda functions and integrate Amazon Connect with DynamoDB, S3, CloudWatch, and other AWS services.
• Build and support integrations with CRM platforms, third-party applications, APIs, and backend systems.
• Implement conversational AI and chatbot solutions using Google Dialogflow CX or similar platforms.
• Troubleshoot and resolve issues related to Amazon Connect, AWS services, and contact center operations.
• Support CI/CD processes and infrastructure automation using tools such as Terraform and CloudFormation.
• Collaborate with business stakeholders, operations teams, and technical teams to deliver scalable and reliable contact center solutions.

Qualifications

• 6+ years of experience in contact center technology, engineering, or operations roles.
• 4+ years of hands-on experience with Amazon Connect, including contact flow design, routing strategies, IVR configuration, and contact center integrations.
• Strong experience designing and building Amazon Connect contact flows using AWS Lambda and DynamoDB.
• Expertise in call routing design, including routing profiles, queues, callbacks, emergency messaging, dynamic business hours, and holiday routing.
• Practical experience with AWS services commonly used with Amazon Connect, including Lambda, DynamoDB, S3, and CloudWatch.
• Strong programming experience in Python with AWS Lambda and API integrations.
• Experience integrating Amazon Connect with CRMs, third-party applications, APIs, and backend systems.
• Understanding of contact center and telephony fundamentals, including IVR design, call routing, VoIP concepts, and omnichannel customer engagement.
• Familiarity with version control tools such as Git, GitHub, or TFS.
• Experience with CI/CD and Infrastructure-as-Code tools such as Terraform, CloudFormation, or similar technologies.
• Strong troubleshooting, debugging, analytical, and problem-solving skills.
• Excellent communication and collaboration skills with technical and non-technical stakeholders.

Nice to Have

• AWS Cloud Practitioner or equivalent AWS certification.
• Experience with legacy contact center platforms such as Genesys, Avaya, or Cisco.
• Familiarity with contact center reporting, analytics, workforce management (WFM), and performance monitoring tools.
• Experience supporting enterprise-scale or regulated contact center environments.
• Experience implementing portal widgets, chatbot integrations, email, SMS, and omnichannel customer service solutions.
• Experience designing call flows and integrating contact center platforms with backend systems through APIs.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.