AWS Connect Engineer / Amazon Connect Consultant

Job description

**Role & responsibilities** **Job Requirements\\*** - 58 years of experience as an AWS / Contact Centre Engineer with a strong background in Amazon Connect and cloudnative solutions - Handson experience in designing, configuring, and managing Amazon Connect contact flows, queues, routing profiles, and business hours - Strong experience in building serverless integrations using AWS Lambda (Python / Node.js) - Experience working with Amazon DynamoDB for contact flow logic, routing decisions, and configuration data - Handson exposure to Amazon Lex for IVR automation and selfservice chatbot implementations - Experience integrating Amazon Connect with CRM systems and thirdparty APIs using REST services - Good understanding of call recording, callbacks, holiday routing, failover, and highavailability designs - Working knowledge of AWS CloudWatch for monitoring, logging, troubleshooting, and performance optimization - Experience supporting multichannel contact centre solutions (voice, chat, tasks) - Functional knowledge of Telecom / Contact Centre operations and customer experience platforms - Experience working in Agile / Scrum delivery models - Strong analytical, communication, documentation, and problemsolving skills **Key Responsibilities\\*** - Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and operating schedules - Implement skillbased and dynamic routing logic using AWS Lambda and DynamoDB - Develop and integrate Amazon Lex bots for IVR automation and selfservice capabilities - Integrate Amazon Connect with CRM platforms, enterprise systems, and thirdparty APIs - Configure call recording, callbacks, holiday routing, business hours, and failover mechanisms to ensure resilience - Monitor, analysed, and optimize contact centre health and performance using AWS CloudWatch - Support and maintain multichannel contact centre capabilities including voice, chat, and tasks - Collaborate with cloud architects, DevOps, telecom, and application teams to deliver highquality solutions - Participate in Agile ceremonies including sprint planning, reviews, and retrospectives - Provide production support, incident resolution within SLAs, documentation, and knowledge transfer to operations teams