Amazon Connect Specialist

Role Overview

We are looking for a seasoned Amazon Connect Specialist with 5 to 8 years of experience in cloud contact center technologies. This role involves designing, deploying, and enhancing omnichannel customer support using AWS services, especially Amazon Connect. The role is pivotal in creating scalable, intelligent contact center workflows that elevate customer interactions.

Key Responsibilities

• Design and deploy comprehensive contact center solutions leveraging Amazon Connect including IVR workflows, routing rules, queue management, and agent setups.
• Integrate Amazon Connect with various AWS services such as Lambda, Lex, DynamoDB, S3, SNS, and SQS, alongside third-party CRM tools like Salesforce and Zendesk.
• Develop and implement AI-powered conversational automation using Amazon Lex and Connect Wisdom to streamline customer engagement.
• Continuously monitor contact center KPIs like Average Handle Time and First Call Resolution to refine call routing and operational efficiency.
• Enforce AWS security best practices covering IAM strategies, data encryption, and adherence to regional compliance standards.
• Troubleshoot complex issues involving call routing, voice quality, and system integrations to maintain stable production environments.
• Support user acceptance testing (UAT), post-launch activities, and provide technical consultation to stakeholders on Amazon Connect functionalities.

Required Skills & Experience

• A minimum of 5 to 8 years in IT/cloud roles with at least 3 years focused on implementing Amazon Connect in live systems.
• Proficiency with AWS ecosystem services: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch Logs and Metrics.
• Experience with AI/ML tools such as Amazon Lex, Transcribe, and Connect Wisdom.
• Programming expertise in Python or Node.js for custom Connect integration development.
• Fundamental knowledge of telephony protocols like SIP and VoIP, and networking concepts including DNS, VPNs, and firewall configurations.
• Strong analytical skills, excellent communication aptitudes, and the ability to manage high-pressure technical incidents.

Preferred Qualifications

• AWS Developer or Solutions Architect certification.
• Hands-on experience migrating legacy contact centers to AWS cloud platforms.
• Familiarity with CI/CD pipelines using GitHub Actions, AWS CodePipeline, and infrastructure-as-code tools such as Terraform or CloudFormation.