Senior Amazon Connect Engineer - AWS Contact Center & IVR

Purple Drive

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.

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Vacancy posted 16 hours ago

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