Senior AWS Contact Center Engineer (Amazon Connect)

Qualifications –

• Skilled at Problem solving and Critical thinking.

• Strong hands-on experience with Amazon Connect implementation, configuration, customization, and production support.

• Practical experience with Amazon Connect contact flows, including inbound flows, outbound flows, customer queue flows, transfer flows, callback flows, whisper flows, and IVR workflows.

• Strong understanding of Amazon Connect routing concepts, including queue-based routing, skills-based routing, routing profiles, queue priority, channel concurrency, transfer to queue, and transfer to agent.

• Hands-on experience developing AWS Lambda functions for Amazon Connect integrations, dynamic routing, customer lookup, backend service calls, and custom business logic.

• Strong programming experience in Java and Python.

• Hands-on experience with databases such as PostgreSQL, MySQL, Oracle, SQL Server, DynamoDB, or similar.

• Experience with AWS services such as Lambda, API Gateway, S3, CloudWatch, IAM, SNS/SQS, DynamoDB, and EC2..

• Experience with Amazon CloudWatch for logs, metrics, alarms, dashboards, monitoring, troubleshooting, and production support.

• Good understanding of REST APIs, JSON, authentication, and cloud security.

• Experience writing unit tests for Java backend services, React UI components, AWS Lambda functions, and REST API integrations.

• Strong debugging skills to analyze and resolve defects across Amazon Connect, Java backend services, React UI applications, APIs, AWS services, and OpenShift deployments.

• Hands-on experience or strong willingness to use AI code assistants such as Cursor or similar AI-powered development tools.

• Experience with CI/CD tools, Git, and Agile delivery practices.

• Experience working in Agile methodologies and Scrum teams.