Amazon Connect Engineer
Core
Build and support an AWS native contact centre platform using Amazon Connect, integrating voice, chat, and email channels with AI capabilities.
Role type
Senior IC Amazon Connect Engineer (Contact Centre Platform)
Builds
Contact centre estate including voice assistants, multi-channel agents, and agentic webchat services
Domain
Energy industry + Cloud Contact Centre / AI
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Amazon Connect, AWS Lambda, Python, Terraform, CI/CD, CRM integration, IVR/routing/queuing concepts, debugging, production support
Preferred skills
Contact Lens, Amazon Q in Connect, Salesforce/Dynamics, analytics tooling (Athena/Glue/QuickSight), AWS certification
Technologies
Amazon Connect, AWS Lambda, S3, DynamoDB, CloudWatch, Terraform, Contact Lens, Amazon Q, Salesforce, Dynamics, Athena, Glue, QuickSight
Responsibilities
Build and maintain contact flows, routing profiles, and queues; Write and support Lambda functions for CRM/billing integration; Contribute to Terraform codebase and CI/CD pipelines; Configure and tune native AI capabilities; Build dashboards and alerts for journey performance; Support production platform and triage incidents
Seniority
Senior, hands-on IC
