We are seeking an experienced Amazon Connect Engineer to design, build, and optimize advanced contact center solutions on AWS. The ideal candidate will have strong expertise in Amazon Connect, AWS services, and programming skills to deliver seamless, intelligent, and scalable customer engagement solutions.

Responsibilities :

- Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.

- Build Call flow designs and integration to backend systems using application program interfaces (API).

- Manage NICE BU and provide input into solution design, and optimization for network solutions.

- Provide routing design and implementation for contact center technology

- Cooperate with the Architecture team to design, develop, and deploy APIs, and consume APIs.

- Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise

- Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.

- Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies tickets.

Qualifications :

- 4+ years of hands-on experience designing and building Amazon Connect contact flows with DynamoDB, Lambda, and Lex Bots.

- Proven expertise in Amazon Connect, including portal widget integration, CRM integration, chatbot development, email, and SMS solutions.

- Strong experience in call routing design (routing profiles, queues, callbacks, emergency messaging, and dynamic business hours/holiday routing).

- Skilled in building AWS Lambda-based custom logic for enhancing contact center operations.

- Proficiency in Python, Node.js, or Java with AWS Lambda API integration.

- Familiarity with version control tools (GIT, GitHub, TFS).

- Experience with CI/CD tools such as Terraform, CloudFormation, or GoCD.

- Strong problem-solving, debugging, and troubleshooting abilities.

- Excellent communication and collaboration skills with cross-functional teams and stakeholder

Nice to have :

- Experience in contact center environments (e.g., Genesys, Avaya, Cisco, etc.)