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Amazon Connect
Amazon ConnectApptad Inc • Dallas, Iowa, USA
Amazon Connect

Amazon Connect

Apptad Inc • Dallas, Iowa, USA
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Role Overview

We are seeking an experienced Amazon Connect Engineer to design implement and optimize cloud-based contact center solutions using Amazon Connect and related AWS services. The ideal candidate will have a deep understanding of contact center technologies strong AWS expertise and proven experience in delivering scalable secure and high-performing solutions.

Key Responsibilities

  • Design & Architecture :

Design & Implement Amazon Connect solutions tailored to business requirements.

  • Integrate Amazon Connect with CRM systems IVR flows and third-party applications.
  • Development & Configuration :

    • Build and customize contact flows routing logic and Lambda functions.

  • Configure telephony queues and agent profiles within Amazon Connect.
  • Integration & Automation :

    • Develop APIs and leverage AWS services (Lambda DynamoDB S3 CloudWatch Lex Polly) for advanced functionality.

  • Automate workflows and reporting using AWS tools and custom scripts.
  • Performance & Optimization :

    • Monitor system performance troubleshoot issues and implement best practices for scalability and reliability.

  • Optimize call flows and improve customer experience through analytics and feedback loops.
  • Security & Compliance :

    • Ensure solutions adhere to security standards and compliance requirements (e.g. PCI GDPR).

    Required Skills & Qualifications

  • Experience :

    • 7 years in cloud-based contact center engineering with at least 3 years focused on Amazon Connect .

  • Technical Expertise :

    • Strong knowledge of AWS services : Lambda DynamoDB S3 CloudWatch Lex Polly API Gateway.

  • Proficiency in scripting languages (Python ) for automation and integration.
  • Familiarity with telephony concepts (SIP VoIP) and contact center technologies.
  • Other Skills :

    • Hands-on experience with CRM integration (Salesforce Dynamics etc.).

  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and documentation abilities.

    • Preferred Qualifications

  • AWS Certified Solutions Architect or AWS Certified Developer.
  • Experience with AI / ML-driven contact center enhancements (chatbots sentiment analysis).
  • Knowledge of CI / CD pipelines and DevOps practices.

    • Employment Type : Full Time

    Experience : years

    Vacancy : 1

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    Amazon Connect • Dallas, Iowa, USA

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