AWS Amazon Connect Engineer

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.