​Your responsibilities:

• Design, develop, and implement Amazon Connect based omni-channel contact center solutions

• Build and manage contact flows, IVR, routing strategies, queues, and agent experiences (CCP/UI)

• Develop backend integrations using AWS Lambda, API Gateway, DynamoDB, S3, Kinesis, & REST APIs

• Implement AI/ML-driven automation using Amazon Lex, Contact Lens, Transcribe, Kendra services

• Support CI/CD pipelines, Infrastructure as Code (Terraform / CloudFormation), and DevOps practices

• Monitor, troubleshoot, and optimize production environments, ensuring alignment with enterprise standards and cloud best practices

• Participate in architecture and design discussions, document solution designs, configurations, and operational procedures

• Engage directly with customers to understand business needs, present technical solutions, and provide consulting support

​

Essential skills/knowledge/experience:

• Strong hands-on experience with Amazon Connect (flows, routing, integrations)

• Proven experience with AWS services: Lambda, API Gateway, DynamoDB, CloudWatch, S3

• Proficiency in Node.js / Python / JavaScript and REST API development

• Solid understanding of contact center technologies: IVR, ACD, CTI, call recording, NLP

• Experience delivering production-scale cloud contact center solutions

• Knowledge of IAM, security, compliance, and cloud governance

Desirable skills/knowledge/experience:

• Client-facing, confident communicator, Proactive, self-driven, and solution-oriented

• Strong team player, leadership mindset, Experience working in Agile / cross-functional teams

• Stakeholder management, Committed to delivery excellence and quality standards

• Mid to Senior Level: 4–6+ years overall, with 3–5 years on Amazon Connect

• AWS Certification (Solutions Architect or Developer)

• Experience with Amazon Lex, Contact Lens, AI/ML integrations

• Exposure to real-time analytics and reporting (QuickSight, Kinesis)

• Experience with React and modern web technologies