AWS Connect Engineer / Amazon Connect Consultant

Role & responsibilities

Job Requirements*

• 58 years of experience as an AWS / Contact Centre Engineer with a strong background in Amazon Connect and cloudnative solutions
• Handson experience in designing, configuring, and managing Amazon Connect contact flows, queues, routing profiles, and business hours
• Strong experience in building serverless integrations using AWS Lambda (Python / Node.js)
• Experience working with Amazon DynamoDB for contact flow logic, routing decisions, and configuration data
• Handson exposure to Amazon Lex for IVR automation and selfservice chatbot implementations
• Experience integrating Amazon Connect with CRM systems and thirdparty APIs using REST services
• Good understanding of call recording, callbacks, holiday routing, failover, and highavailability designs
• Working knowledge of AWS CloudWatch for monitoring, logging, troubleshooting, and performance optimization
• Experience supporting multichannel contact centre solutions (voice, chat, tasks)
• Functional knowledge of Telecom / Contact Centre operations and customer experience platforms
• Experience working in Agile / Scrum delivery models
• Strong analytical, communication, documentation, and problemsolving skills

Key Responsibilities*

• Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and operating schedules
• Implement skillbased and dynamic routing logic using AWS Lambda and DynamoDB
• Develop and integrate Amazon Lex bots for IVR automation and selfservice capabilities
• Integrate Amazon Connect with CRM platforms, enterprise systems, and thirdparty APIs
• Configure call recording, callbacks, holiday routing, business hours, and failover mechanisms to ensure resilience
• Monitor, analysed, and optimize contact centre health and performance using AWS CloudWatch
• Support and maintain multichannel contact centre capabilities including voice, chat, and tasks
• Collaborate with cloud architects, DevOps, telecom, and application teams to deliver highquality solutions
• Participate in Agile ceremonies including sprint planning, reviews, and retrospectives
• Provide production support, incident resolution within SLAs, documentation, and knowledge transfer to operations teams