Amazon is looking to solve the problem of implementing scalable, secure, and resilient contact center solutions using Amazon Connect, and migrating from legacy platforms to Amazon Connect.
Requirements
- Deep knowledge of Amazon Connect: contact flows, CTRs, Contact Lens, outbound, call recording (Preferred)
- Proficiency in AWS services: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, IAM.
- Experience with JWT, OAuth/SAML, REST/GraphQL APIs.
- Familiarity with SIP, RTP, PSTN, QoS, and packet loss mitigation.
- Terraform, CloudFormation, Git, CI/CD pipelines.
- GenAI tools: Amazon Bedrock, OpenAI, LangChain.
- CRM integrations: Salesforce, ServiceNow.
Responsibilities
- Own the technical roadmap for Amazon Connect implementations.
- Design scalable, secure, and resilient contact center solutions.
- Lead migration from legacy platforms (e.g., Genesys, LivePerson) to Amazon Connect.
- Build and maintain contact flows, Lex bots, routing strategies, and call recording/transcription.
- Integrate Amazon Connect with platforms like Salesforce, ServiceNow, and custom CRMs.
- Develop event-driven services using AWS Lambda, EventBridge, Kinesis, DynamoDB, and API Gateway.
- Implement GenAI-powered solutions using Amazon Bedrock, OpenAI, or LangChain.
Other
- Strong communication and stakeholder engagement.
- Ability to lead cross-functional initiatives and mentor peers.
- 5+ years in telephony/contact center or strong AWS backend development.
- Willing to train a strong candidate on Amazon Connect
- Preferred Certifications: AWS Certified Solutions Architect or Developer.
