Amazon Connect Sr Engineer / Architect - Location: - Newark, NJ or Charlotte, NC
Must Have Technical/Functional Skills
• Minimum of 10 years of experience in designing, implementing, and supporting contact center solutions
• Extensive hands-on experience with Amazon Connect, Amazon Lex, AWS services (e.g., Lambda, S3, DynamoDB, CloudFormation), and related technologies
• Strong understanding of contact center concepts, such as IVR, ACD, call routing, and workforce management
• Proficiency in programming/scripting languages, such as Python
• Excellent problem-solving skills and ability to troubleshoot complex technical issues
• Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences
• Ability to identify key contact center Features and help customers with MVP definition
Roles & Responsibilities
• Overall experience 10+ years
• Experience in design, development, implementation & maintenance of Amazon Connect Contact Center Platform
• Experience in development and implementation of Chatbot using Amazon Lex
• Experience on AWS Lambda using Python
• Experience with Contact Center Platform and building solutions for IVR
• AWS certification preferred.
• Prior Contact Center Experience is a must and development experience is must
· Continuously monitor and optimize Amazon Connect configurations and workflows to improve performance, scalability, and efficiency
· Conduct thorough testing of contact center solutions to ensure they meet quality standards, functional requirements, and client expectations
· Prepare comprehensive technical documentation, including architecture diagrams, deployment guides, and user manuals
· Provide training and support to client teams as needed
· Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities
· Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives
· Create CI/CD pipelines and/or DevOps automation
· Development of custom reports and dashboards
· Collaborate with clients to understand their business requirements and design customized contact center solutions leveraging Amazon Connect and other AWS services
· Lead the implementation of Amazon Connect solutions, including configuring contact flows, integrating with CRM systems like Zendesk, setting up telephony services, and en suring seamless operation
· Develop custom solutions and integrations using AWS Lambda, AWS Step Functions, and other AWS services to meet unique business needs and enhance contact center functionality
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