We're looking for a hands‐on Amazon Connect Engineer who can turn complex customer‐service requirements into secure, scalable, AI‐powered contact‐center solutions on AWS.
You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative‐AI self‐service, and real‐time analytics—to deliver best‐in‐class customer experiences.
Key Responsibilities
Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll‐free numbers)
Design IVR and chatbot experiences with drag‐and‐drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative‐AI self‐service
Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third‐party CRMs (Salesforce)
Implement Contact Lens for real‐time transcription, sentiment analysis, screen recording, automated evaluations, and post‐contact summaries
Build outbound campaigns (...