Amazon Connect Engineer

Job Description

We are seeking an Amazon Connect Engineer to enhance our IVR systems. This role involves release planning, development, testing, and deployment of IVR enhancements across multiple agencies. You will construct call flow designs and integrate them with backend systems using APIs. Manage NICE BU, contributing to solution design and optimization for network solutions. Provide routing design and implementation for contact center tech, collaborating with architecture teams to develop and deploy APIs. Offer technical support and troubleshooting for scripting issues. Coordinate problem resolution with tech teams and review support tickets with agency leadership.

Qualifications

1. 4+ years of experience designing and building Amazon Connect contact flows with DynamoDB, Lambda, and Lex Bots. 2. Proven expertise in Amazon Connect, including portal widget integration, CRM integration, chatbot development, email, and SMS solutions. 3. Strong experience in call routing design (routing profiles, queues, callbacks, emergency messaging, and dynamic business hours/holiday routing). 4. Skilled in building AWS Lambda-based custom logic for enhancing contact center operations. 5. Proficiency in Python, Node.js, or Java with AWS Lambda API integration. 6. Familiarity with version control tools (GIT, GitHub, TFS). 7. Experience with CI/CD tools such as Terraform, CloudFormation, or GoCD. 8. Strong problem-solving, debugging, and troubleshooting abilities. 9. Excellent communication and collaboration skills with cross-functional teams and stakeholders. 10. Experience in contact center environments (e.g., Genesys, Avaya, Cisco, etc.) is a plus.

Benefits

- Culture of High Performance: Work within an unstoppable tech team boasting a 99% project success rate and a yearly revenue surge exceeding 30%. - Competitive Compensation and Perks: Enjoy a thorough compensation and benefits package that includes health coverage, language programs, and a relocation assistance plan. - Flexible Remote Work: Maximize the flexibility inherent in remote work arrangements. - Growth Opportunities: Capitalize on an array of professional development avenues, featuring certification courses, mentorship schemes, talent investment opportunities, internal career advancements, and internship options. - Worldwide Impact: Engage in significant projects for premier global clients, shaping the trajectory of entire sectors. - Inclusive Work Environment: Thrive within a vibrant global team, fostering an inclusive and encouraging workspace characterized by transparent communication and frequent team-building events. - Commitment to Social Responsibility: Be part of a company devoted to sustainable business practices, focusing on IT education, community support, equitable operations, ecological sustainability, and gender parity.