Sr. Amazon Connect Engineer

We are seeking a Senior Amazon Connect Engineer to design, develop, implement, and support cloud-based contact center solutions using Amazon Connect and AWS services. The ideal candidate will have hands-on experience building scalable customer engagement solutions, integrating contact center platforms with enterprise applications, and driving technical excellence across the full solution lifecycle.

Key Responsibilities
• Design and implement contact center solutions using Amazon Connect.
• Develop and maintain contact flows, IVR systems, routing strategies, queues, and agent experiences.
• Integrate Amazon Connect with AWS services such as Lambda, Lex, DynamoDB, S3, CloudWatch, EventBridge, and API Gateway.
• Build integrations with CRM and ticketing platforms including Salesforce, Zendesk, ServiceNow, and custom applications.
• Develop and consume RESTful APIs to enable seamless system connectivity.
• Configure and optimize Contact Lens, call recording, analytics, and reporting capabilities.
• Troubleshoot production issues and perform root cause analysis.
• Participate in architecture discussions and solution design reviews.
• Implement infrastructure-as-code and automation best practices.
• Provide technical leadership and mentor junior engineers.
• Collaborate with global stakeholders, business teams, and solution architects. Required Qualifications
• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
• 5+ years of software development, cloud engineering, or contact center technology experience.
• 3+ years of hands-on experience with Amazon Connect.
• Strong experience with AWS services:
• AWS Lambda
• API Gateway
• CloudWatch
• IAM
• DynamoDB
• S3
• SNS/SQS
• Experience building IVR and omnichannel customer service solutions.
• Strong understanding of APIs, web services, and integrations.
• Experience with JavaScript, TypeScript, Python, or Java.
• Experience troubleshooting enterprise-scale production environments.
• Strong verbal and written communication skills in English. Preferred Qualifications
• AWS Certified Developer Associate.
• AWS Certified Solutions Architect Associate or Professional.
• Experience with Amazon Lex and conversational AI solutions.
• Experience with Contact Lens and customer analytics platforms.
• Experience with Salesforce Service Cloud, Zendesk, or ServiceNow integrations.
• Experience with Terraform or AWS CloudFormation.
• Knowledge of CI/CD pipelines and DevOps practices.
• Experience with migration projects from Genesys, Avaya, Five9, NICE CXone, or Cisco Contact Center platforms. Technical Skills Must Have
• Amazon Connect
• AWS Lambda
• API Integrations
• Contact Flow Development
• IVR Design
• Cloud Architecture
• English B2+ or higher Nice to Have
• Amazon Lex
• Contact Lens
• Terraform
• Salesforce
• Zendesk
• ServiceNow
• Python
• Java
• CI/CD Success Profile The ideal candidate is a hands-on engineer capable of independently designing and implementing Amazon Connect solutions while working effectively with distributed global teams. The candidate should demonstrate strong problem-solving skills, customer-focused thinking, and a deep understanding of cloud-based contact center technologies.