Summary
✨ AI‑Generated
An engineering role designing and supporting cloud-based contact center platforms, including voice workflows, integrations, analytics, automation, and secure AWS infrastructure.
Highlights
Role focused on cloud contact center solutions, serverless architecture, automation, analytics, and enterprise integrations.
Description
Roles And Responsibilities
Design, develop, and optimize Amazon Connect contact flows, routing profiles, queues, and workflows.Develop IVR/IVA solutions and integrate Amazon Lex bots with Amazon Connect.Build serverless solutions using Lambda, DynamoDB, S3, and API Gateway.Integrate Amazon Connect with CRM and enterprise applications.Configure and troubleshoot PSTN, SIP, DIDs, call routing, and call quality.Implement contact event streaming and analytics using Kinesis.Configure monitoring and troubleshooting with CloudWatch, CloudWatch Insights, and X-Ray.Apply AWS security best practices using IAM, policies, and encryption.Automate deployments using Terraform/CloudFormation and CI/CD pipelines.Leverage Contact Lens, AI/ML, sentiment analysis, and contact center analytics.Support WFM/WFO integrations such as Verint and NICE.Develop reporting solutions using Redshift, Athena, QuickSight, and Kinesis.Troubleshoot production issues and perform root-cause analysis.Create technical documentation and collaborate with architecture, development, DevOps, and
Required Skills & Experience
Strong experience designing and developing Amazon Connect contact flows and routing profiles.Expertise with AWS Lambda, DynamoDB, S3, CloudWatch, and API Gateway.Experience with IVR/IVA flows, conversational design, and Amazon Lex integrations.Experience integrating Amazon Connect with CRM platforms.Strong telephony knowledge including PSTN, SIP, DIDs, call routing, and call quality troubleshooting.Experience with Kinesis streaming, call event logs, and analytics pipelines.Good understanding of AWS IAM, roles, policies, and encryption.Experience with Terraform/CloudFormation and DevOps/CI/CD pipelines.Experience with Amazon Connect Contact Lens, AI/ML, sentiment analysis, and contact center analytics.Knowledge of WFM/WFO platforms such as Verint and NICE.Experience with CloudWatch Insights and AWS X-Ray for monitoring and troubleshooting.Familiarity with Redshift, Athena, and QuickSight for reporting and analytics.Strong solution-design, documentation, communication, and troubleshooting skills.AWS certifications such as Solutions Architect Associate/Professional or Developer Associate are preferred.
