Amazon Connect Contact Center Engineer

Job Summary:

We now need someone with experience working at a Lead level. We are working to redesign a CI/CD pipeline for Amazon Connect so the pipeline uses AI to accelerate feature creation & delivery.  We’ll need a lead who’s skilled in this area.

The skillset includes experience in designing, implementing, and supporting cloud-based contact center solutions. Strong hands-on expertise in Amazon Connect, Amazon Lex, AWS Lambda, Harness, CI/CD pipelines, Terraform, and GitHub Actions, with proven experience in contact center technologies, automation, infrastructure as code (IaC), and cloud-native development. Skilled in building scalable, reliable, and efficient customer engagement solutions.

• Amazon Connect Contact flow design including flow modules 
• Amazon Connect outbound campaigns design/build/monitor
• Amazon Connect customer profiles
• Amazon Lex voice bot design/build/monitor

Additional Experience

• 5+ years hands-on experience with Amazon Connect or comparable CCaaS platforms (Genesys, NICE, Five9)
• Amazon Connect: Contact flows, modules, hours of operation, prompts, quick connects
• Amazon Lex: Bot design, intent/slot configuration, fulfillment logic, multi-turn conversations
• Outbound Campaigns: Campaign management, contact list handling, answering machine detection
• Customer Profiles: Profile configuration, identity resolution, data integration from external sources
• Routing Profiles: Queue priority, routing logic, agent hierarchy, skill-based routing
• Supporting AWS Services: Lambda, DynamoDB, S3, CloudWatch, Kinesis, EventBridge

Preferred Qualifications:

• Experience with Contact Lens for real-time and post-call analytics
• Familiarity with telephony concepts (IVR, ACD, CTI, SIP)
• AWS certifications (Cloud Practitioner, Solutions Architect, or Specialty)
• Experience integrating contact center solutions with Salesforce, ServiceNow, or similar CRM platforms