Senior Amazon Connect Engineer – AWS Contact Center & IVR

Senior Amazon Connect Engineer – AWS Contact Center & IVR

Job Summary

We are seeking an experienced Senior Amazon Connect Engineer to design, develop, integrate, and maintain cloud-based contact center solutions using Amazon Connect and AWS services. The ideal candidate will have strong expertise in contact flows, routing profiles, IVR/IVA solutions, telephony integrations, and serverless AWS architecture, along with experience in contact center analytics and AI-driven customer experience solutions.

Key Responsibilities

• Design, develop, configure, and optimize Amazon Connect contact flows, routing profiles, queues, and agent experiences.

• Build and maintain serverless integrations using AWS Lambda, DynamoDB, S3, API Gateway, and CloudWatch.

• Develop IVR and Intelligent Virtual Assistant (IVA) solutions using Amazon Lex and conversational design principles.

• Integrate Amazon Connect with CRM platforms and enterprise applications through APIs and event-driven architectures.

• Configure and troubleshoot telephony components, including PSTN, SIP, Direct Inward Dialing (DIDs), call routing, and call quality.

• Implement contact event streaming and analytics pipelines using Amazon Kinesis and related AWS services.

• Apply AWS security best practices, including IAM roles and policies, encryption, and access controls.

• Automate infrastructure provisioning and deployments using Terraform or AWS CloudFormation and CI/CD pipelines.

• Monitor, troubleshoot, and optimize contact center performance using CloudWatch Logs Insights, AWS X-Ray, and other monitoring tools.

• Develop reporting and analytics solutions using Amazon Redshift, Athena, QuickSight, and contact center event data.

• Support AI-enabled contact center capabilities, including Amazon Connect Contact Lens, sentiment analysis, and customer interaction analytics.

• Collaborate with business stakeholders, telephony teams, CRM developers, and DevOps teams to deliver scalable solutions.

• Maintain technical documentation, architecture diagrams, deployment procedures, and operational runbooks.

Required Qualifications

• Strong hands-on experience with Amazon Connect contact flows, routing profiles, queues, and contact center configuration.

• Proficiency in AWS Lambda, DynamoDB, S3, API Gateway, and CloudWatch.

• Experience with Amazon Lex, IVR/IVA workflows, and conversational design.

• Experience integrating Amazon Connect with CRM platforms and external applications.

• Strong understanding of telephony concepts, including PSTN, SIP, DIDs, call routing, and call quality troubleshooting.

• Experience with Amazon Kinesis, contact event logs, streaming, and analytics pipelines.

• Knowledge of AWS security, including IAM, roles, policies, and encryption.

• Experience with infrastructure as code using Terraform or CloudFormation and automated deployment pipelines.

• Familiarity with CloudWatch Logs Insights, AWS X-Ray, and production troubleshooting.

• Strong communication, documentation, analytical, and solution-design skills.

Preferred Qualifications

• AWS Certified Solutions Architect – Associate/Professional or AWS Certified Developer – Associate.

• Experience with Amazon Connect Contact Lens, sentiment analysis, AI/ML, and contact center analytics.

• Familiarity with workforce management and workforce optimization tools such as Verint or NICE.

• Experience with Amazon Redshift, Athena, and QuickSight for reporting and business intelligence.

• Experience designing scalable, highly available cloud contact center solutions.