AWS Contact Centre Engineer
Core
Design, administer, and optimize Amazon Connect contact center platforms and integrations for enterprise customer engagement solutions.
Role type
Senior IC AWS Contact Centre Engineer
Builds
Scalable, secure, and resilient customer engagement solutions integrating voice, chat, and AI automation.
Domain
Cloud Telephony / Customer Experience Platforms
Deliverable
production ML models | product features | infrastructure
Required skills
Amazon Connect administration, AWS Lambda, API Gateway, EventBridge, CloudWatch, S3, DynamoDB, IAM, Secrets Manager, Kinesis, Dynamics 365 Customer Service, Omnichannel, IVR design, intelligent call routing, voice bots, chatbots, REST APIs, web services, event-driven architectures, middleware platforms, AWS Contact Lens, speech insights, root cause analysis, telephony concepts, SIP, routing strategies.
Preferred skills
AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, Amazon Connect specialty certifications, ITIL Foundation.
Technologies
Amazon Connect, AWS Lambda, API Gateway, EventBridge, CloudWatch, S3, DynamoDB, IAM, Secrets Manager, Kinesis, Dynamics 365 Customer Service, Omnichannel, AWS Contact Lens.
Responsibilities
Administer, configure, maintain, and optimize the Amazon Connect environment including routing profiles, queues, contact flows, agent experiences, and telephony configurations. Serve as the primary technical point of contact for Amazon Connect support, troubleshooting platform issues and resolving complex user and integration incidents. Design, develop, and maintain integrations between Amazon Connect and Dynamics 365 Customer Service, Omnichannel, and related Microsoft technologies. Manage and maintain AWS services supporting Amazon Connect. Design and implement customer interaction workflows including voice, chat, callbacks, task routing, IVR self-service, and AI-powered automation capabilities. Monitor platform performance, contact centre metrics, telephony health, and integration processing to ensure optimal service delivery.
Seniority
Senior, hands-on IC
