Amazon Connect Developer

Role: Amazon Connect Developer

Location: Delaware New Jersey and Plano TX

Job Type: Contract

Job Summary

We are seeking a highly skilled and experienced Senior Engineer in Amazon Connect and AWS Expert to join a dynamic team and assist with migration from legacy contact center system to Amazon Connect. In this role you will be responsible for the assessment design development and implementation of complex contact center solutions leveraging Amazon Connect platform. You will work closely with crossfunctional teams including product engineering and operations to deliver highquality innovative secure and scalable solutions that meet the evolving needs of the business in a hypergrowth environment.

Key Responsibilities
Design develop and implement complex contact center solutions utilizing the full suite of Amazon Connect features including IVR/contact flows queues agents and integrations.
Develop and implement custom integrations with CRM systems (Salesforce ServiceNow etc.) ERP Systems Alert & Monitoring systems and other business applications.
Optimize contact center performance by analyzing call flow data identifying bottlenecks and implementing improvements to reduce call handling times and improve customer satisfaction.
Configure and manage Amazon Connect features including voice and chat capabilities speech recognition texttospeech and outbound dialing.
Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
Provide technical support troubleshoot and resolve technical issues related to Amazon Connect and its integrations.

Job Qualifications
Amazon Connect Expertise:
o Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
o Proven experience in designing and implementing complex contact flows including advanced routing logic speech recognition and texttospeech using AWS LEX bots Polly etc.
o Strong understanding of Amazon Connects integration capabilities with other AWS Services such as Lambda SQS SNS etc.
o Experience with Amazon Connects APIs and SDKs
AWS Experience:
o Solid experience with AWS infrastructure and services including ECS S3 Lambda Aurora PostgreSQL Dynamo DB etc.
o Experience with AWS Security best practices.
CRM Integrations and 3rd Party Integrations
o Proven experience integrating Amazon Connect with various CRM system (Salesforce ServiceNow etc.)
o Experience with CRM APIs and data models
o Good to have experience integrating with WFM systems like Verint.
Technical Skills
o Strong programming skills using Java Spring Boot
o Experience with SQL and NoSQL databases (e.g. AWS RDS Dynamo DB Aurora etc.)
o Experience working in Agile environments (Jira)
o Strong experience with DevOps practices and CICD (Terraform Jenkins Spinnaker Git etc.)
o Experience and understanding of security protocols and systems (e.g. Active Directory IAM SAML SSO etc.) in line with legal and regulatory requirements (PCI DSS PII HIPPA GDPR etc.)
o Good experience and knowledge of networking concepts and protocols especially in telephony environment.
Other Qualifications:
o Excellent problemsolving and analytical skills
o Strong communication and interpersonal skills
o Ability to work independently and as part of a team

Required Experience
5 Years of experience in Contact Center technologies and Cloud Architecture
5 Years of handson experience Amazon Connect and AWS
2 Years of experience using Terraform

Nice to have
Experience with Genesys OnPremises contact center system
Experience with contact center migrations
Experience with cloud migrations
Experience with AI/ML technologies especially AWS Transcribe Bedrock Comprehend Sagemaker etc
Related AWS Certifications

Required Education

Bachelors degree in computer science Information Systems or equivalent education or work experience