We are looking for an experienced Amazon Connect (AWS)professional to work on development and L2/L3 support for Contact Center as a Service (CCaaS) solutions. The role involves designing, building, enhancing, and supporting scalable contact center platforms using Amazon Connect and AWS services.

Key Responsibilities :

- Design and develop Amazon Connect contact flows, IVR, queues, and routing.

- Build integrations using AWS Lambda, API Gateway, DynamoDB/RDS, and CRM systems (e.g., Salesforce)

- Implement omnichannel solutions (voice, chat, tasks)

- Provide L2/L3 production support, troubleshoot issues, and perform root cause analysis.

- Monitor systems using CloudWatch and coordinate with AWS support teams.

Required Skills :

- 5+ years of IT experience with 3+ years on Amazon Connect

- Strong knowledge of AWS services(Connect, Lambda, CloudWatch, S3, DynamoDB/RDS, IAM)

- Experience with REST APIs and contact center concepts

- Strong debugging, support, and communication skills

Good to Have :

- Salesforce or CRM integrations experience

- AWS Lex, Polly, Transcribe, Contact Lens knowledge

- AWS Certification