Amazon Connect Engineer

The Role The Amazon Connect Engineer is responsible for the design, deployment, configuration, and support of Amazon Connect cloud contact center solutions. This role works closely with business stakeholders, solution architects, and developers to implement scalable and secure customer engagement platforms. Key responsibilities: The below outlines the main areas of responsibility: Design and implement Amazon Connect solutions for voice, chat, and omnichannel experiences.Configuring call flows, IVR, contact routing, Lambda integrations, and third-party tool integrations.Collaborate with stakeholders to understand business requirements and translate them into functional AWS connect solutions.Configure AWS services such as Lambda, Lex, S3 DynamoDB, CloudWatch, and IAM for seamless integration with Amazon ConnectManage integrations with CRMs, WFM tools, and analytics platformsMonitor and troubleshoot operational issues and optimize performanceCreate and maintain technical documents, SOPs, and knowledge bases Your Profile Core Technical Skills Amazon Connect Development (Amazon Connect, Lex, Polly, etc.) Experience designing and deploying voice workflows using Amazon Connect.Integration with Lex for conversational AI and Polly for text-to-speech.Custom contact flows, Lambda integrations, and real-time analytics.AWS Expertise Deep understanding of core AWS services: Lambda, DynamoDB, S3, CloudFormation, IAM, CloudWatch, etc.Experience with serverless architecture and microservices.Strong grasp of security best practices and cost optimization.Telephony & Contact Centre Applications Knowledge of SIP, VoIP, IVR systems, and CTI integrations.Experience with call routing, queue management, and real-time dashboards.Familiarity with legacy systems and migration strategies to cloud-based platforms. Required Qualifications Extensive hands-on experience and Architecting Amazon Connect and related voice services. Proven experience working with Contact Center as a Service (CCaaS) platforms. Significant, demonstrable experience working with AWS in a professional setting. Demonstrated experience with telephony systems and contact centre technologies. Proven ability to lead technical initiatives and mentor team members. Good to have: AWS certified (AWS certified cloud Practitioner, Solutions Architect or AWS certified developer)