Amazon Connect Sr Engineer / Architect

Amazon Connect Sr Engineer / Architect - ***** - 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 definitionRoles & 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

Created: 2025-06-24