Key Responsibilities

• Configuration and Development:

  • Build and configure Amazon Connect services, including IVR flows, routing profiles, and telephony integrations.Implement AWS Lambda functions and custom code to power advanced integrations and automation within Amazon Connect.

• Integration with Third-party Systems:

  • Integrate Amazon Connect with CRMs (e.g., Salesforce), databases, and other tools using REST APIs, custom connectors, and coding best practices. Collaborate with solution architects and other engineers to ensure seamless data flow and system compatibility.

• Troubleshooting and Support:

  • Diagnose and resolve technical issues related to Amazon Connect features, call flows, integrations, and custom code. Provide ongoing support for production environments, working closely with client teams and internal stakeholders.

• Automation and Optimization:

  • Develop scripts, templates, and workflows to automate repetitive tasks, optimizing system performance and scalability. Continuously evaluate and improve contact center solutions to enhance efficiency and user experience.

• Documentation:

  • Maintain clear, concise documentation of configurations, code, and processes for future reference and knowledge transfer.

• Security and Compliance:

  • Ensure solutions adhere to relevant security best practices and compliance requirements

  • Work with security teams to implement IAM policies, encryption methods, and other protective measures.

• Collaboration and Stakeholder Engagement:

  • Work closely with Solution Architects, Project Managers, and other engineers to align deliverables with project timelines and objectives. Communicate effectively with non-technical stakeholders when needed.

Proficiencies, Skills and Experience

• Project Experience: 1–3 years of hands-on Amazon Connect work (or similar contact center solutions), including coding for system integrations.

• Amazon Connect & AWS: Familiarity with contact flows, routing, voice/chat, and AWS services like Lambda, S3, DynamoDB, CloudWatch, and IAM.

• Programming: Proficiency in at least one modern language (e.g., Python, Node.js, Java) for custom integrations, APIs, and automation.

• Telephony Concepts: Basic understanding of VoIP, SIP, and call flow troubleshooting.

• Integration Fundamentals: Experience working with REST APIs, JSON/XML data formats, and common authentication methods (e.g., OAuth).

• Infrastructure as Code (IaC): Use of tools like AWS CloudFormation or Terraform to automate deployments.

• Agile/DevOps: Familiarity with iterative development, CI/CD pipelines, and cross-functional teamwork.

• Collaboration & Communication: Ability to work closely with solution architects, project managers, and client stakeholders, while documenting configurations and processes thoroughly.

• Problem-solving & Troubleshooting: Strong analytical skills to diagnose issues, optimize performance, and propose creative solutions.

• Team-oriented: Willingness to share knowledge, provide support to peers, and collaborate with diverse teams.

• Detail-focused: Attentive to nuances of configuration and coding, striving for error-free implementations.

• Continuous Learner: Eagerness to stay updated on new Amazon Connect features, AWS innovations, and coding practices.

• Proactive: Exhibits initiative to streamline processes, identify improvements, and address potential challenges early.

• Adaptable: Comfortable adjusting to changing priorities or client requirements while maintaining high-quality standards in a fast-paced environment.