We are looking for an experienced
AWS Connect
Implementation Engineer to lead
the design, deployment, and integration of
Amazon Connect
-based contact center
solutions. The ideal candidate will have hands-on experience in configuring
AWS
Connect
, integrating third-party systems, and working with cross-functional teams to
deliver scalable and customer-centric contact center platforms.
Key Responsibilities:
Design and implement
Amazon Connect
-based contact center solutions
tailored to business requirements.
Configure
AWS Connect
flows, queues, routing profiles, and user setups.
Integrate
AWS Connect
with other AWS services such as Lambda, Lex, S3,
DynamoDB, and CloudWatch.
Build custom solutions including IVR, chatbots, and contact center analytics.
Work closely with stakeholders to gather requirements, define user
experience flows, and ensure successful implementation.
Support migration from legacy telephony systems to Amazon Connect.
Troubleshoot and resolve issues related to call flows, latency, or integrations.
Ensure compliance with security, data protection, and regulatory standards.
Provide documentation and knowledge transfer to operations/support teams.
Required Skills \& Experience:
Strong hands-on experience with
Amazon Connect
implementation and
customization.
Proficient in
AWS Lambda
(Node.js/Python), API Gateway, and other
serverless components.
Experience integrating with CRM platforms (e.g., Salesforce, Zendesk) and
telephony systems.
Working knowledge of Amazon Lex, Polly, and Contact Lens.
Familiarity with networking, VoIP, SIP protocols, and telephony concepts.
Experience with monitoring/logging using CloudWatch and AWS X-Ray.
Strong problem-solving and communication skills.
AWS Certifications (preferred):
AWS Certified Developer/Architect, AWS
Certified Advanced Networking, or AWS Contact Center Competency.
Preferred Qualifications:
Previous experience in customer service technology or call center
transformation projects.
Experience with CI/CD and DevOps practices in AWS environments.
Familiarity with agile delivery methodologies.