Contact Center Engineer

Job Title:AWS Contact Center Engineer (Amazon Connect)Location: Dallas, TXSchedule: Hybrid Job Type: Full timeAbout Vlink- VLink, founded in 2006, is a leading global provider of software engineering services with next-gen technologies and best-in-class talent. Our Headquarters are in the U.S, and we have offices in 7+ countries from North America-Europe to APAC, with expansion plans in the Middle East. With over 1,000 employees working globally, VLink has helped SMBs, and large enterprises achieve their business goals, and gained the trust of Fortune-250 companies. VLink is 'Great Place to Work? Certifiedâ„¢' and has been a consistent winner as- Best Places to Work in CTTrust, collaboration, and accountability are the three elements that are at the core of VLink's work culture. We value our professionals, providing comprehensive benefits and the opportunity for growthYour future duties and responsibilities:Design, build, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and hours of operationImplement dynamic and skill-based routing using AWS Lambda (Node.js or Python) and DynamoDBDevelop and integrate Amazon Lex bots, third party APIs, and enterprise platforms such as CRM and case management systemsManage call recording, error handling, and failover routing logic to ensure resiliency and high availabilityMonitor, troubleshoot, and optimize routing performance using Amazon CloudWatch and AWS native toolsBuild high quality, reusable, and scalable code aligned with modern engineering best practicesCollaborate cross functionally with cloud infrastructure, security, telephony, and support teams Support CI/CD pipelines and version control practices for AWS Lambda and contact center componentsProvide technical documentation, architectural guidance, and knowledge transfer to peers and stakeholdersTranslate leadership direction and business requirements into effective engineering solutionsSupport Agile delivery teams (Scrum, Kanban) and contribute to continuous improvement initiativesPromote innovation, accountability, and best in class engineering practices across the teamRequired qualifications to be successful in this role:6+ years of hands-on experience as a systems or software engineerProven experience designing, building, and maintaining Amazon Connect contact flows and routing logicStrong experience implementing AWS Lambda solutions (Node.js or Python) with DynamoDBExperience integrating Amazon Connect with Amazon Lex, third party APIs, and enterprise systemsExperience managing call recording, error handling, and failover routing strategiesSolid understanding of queues, routing profiles, and hours of operation in Amazon ConnectStrong troubleshooting and performance optimization skills using Amazon CloudWatchExperience working cross functionally with cloud, security, telephony, and support teamsFamiliarity with version control systems and CI/CD pipelinesWorking knowledge of Agile delivery methodologies (Scrum, Kanban)Understanding of enterprise scale, highly available platform architecturesHands on AWS experience or demonstrated commitment to building cloud expertise through training or certifications Proven ability to work independently in high visibility, time sensitive situations Self-starter with strong collaboration skills and a passion for continuous learningEqual Employment Opportunity (EEO) Statement VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check. Applicant information will be handled in accordance with VLink's privacy policy. Thanks & regards,Shipra Gupta

Created: 2026-05-16