Amazon Connect Engineer (AWS Contact Center)
$145,600–$145,600 year
RemoteUnited States
United StatesRemoteFull Time$145,600–$145,600 year
Full Time
Job Summary
Design, develop, and maintain Amazon Connect contact flows, routing strategies, and queue management while customizing the Contact Control Panel via the Streams API. Build serverless applications using AWS Lambda and API Gateway, integrate enterprise systems through REST APIs, and develop custom agent desktop enhancements with modern JavaScript frameworks. Analyze Contact Trace Records to troubleshoot call flows, monitor performance with Amazon CloudWatch, and create reporting dashboards using Amazon QuickSight or Power BI. Collaborate with architects, developers, and stakeholders to optimize scalability and security.
Required Qualifications
- 5–6 years of hands-on experience with Amazon Connect
- Strong experience designing and building Contact Flows
- Strong experience designing and building Routing Strategies
- Strong experience designing and building Queue Management
- Experience analyzing Contact Trace Record (CTR)
- Experience customizing the Contact Control Panel (CCP) using Amazon Connect Streams API
- Strong working knowledge of AWS Lambda
- Strong working knowledge of API Gateway
- Strong working knowledge of DynamoDB
- Strong working knowledge of Amazon RDS
- Strong working knowledge of Amazon S3
- Strong working knowledge of Amazon CloudWatch
- Strong working knowledge of Serverless architecture
- Strong working knowledge of Event-driven application design
- Strong JavaScript and Node.js development experience
- Python experience preferred
- Experience developing and consuming REST APIs
- Strong SQL and NoSQL database experience
- Experience integrating cloud applications with enterprise systems
- Experience with Amazon Connect reporting
- Experience with Amazon QuickSight
- Experience with Microsoft Power BI
- Experience with Tableau
- Experience with Contact Center KPIs and operational analytics
- Experience with React
- Experience with Angular
- Experience with Similar JavaScript frameworks
- Experience with Custom agent desktop development
- Experience with User interface design
- Experience with Accessibility and usability best practices
- Experience with Genesys
- Experience with Cisco UCCE/UCCX
- Experience with NICE
- Experience with Avaya
- Experience with Five9
- Strong understanding of IVR design
- Strong understanding of Automatic Call Distribution (ACD)
- Strong understanding of Workforce Management (WFM)
- Strong understanding of Omnichannel customer engagement (Voice, Chat, Email)
Desired Qualifications
- AWS Certified Solutions Architect
- AWS Certified Developer
- Additional AWS certifications
- Experience supporting enterprise-scale cloud contact center implementations
- Strong analytical and troubleshooting skills
- Excellent communication and collaboration abilities
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