Senior Amazon Connect Engineer

🕒 Julho 16

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Cloudelligent

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

💼 Consultoria

☁️ SaaS

Consulting • Cloud Computing • SaaS

A Cloudelligent é um provedor líder em soluções de nuvem, especializado em aproveitar as tecnologias AWS para transformar negócios por meio de migração, modernização e otimização na nuvem. Sua expertise abrange diversos serviços, incluindo segurança na nuvem, análise de dados e DevOps, permitindo que as organizações inovem e melhorem a eficiência operacional. Comprometida em entregar arquiteturas de alto desempenho e estratégias robustas de nuvem, a Cloudelligent apoia os clientes na consecução de suas metas de transformação digital, enquanto otimiza custos e garante conformidade.

Descrição

• Design, implement, and support enterprise-scale Amazon Connect solutions. • Configure and customize Amazon Connect components, including Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, and Agent Workspaces. • Develop serverless applications using AWS Lambda, API Gateway, Step Functions, DynamoDB, Amazon S3, and EventBridge to extend Amazon Connect functionality. • Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise platforms using REST APIs and AWS services. • Implement conversational AI solutions using Amazon Lex and Amazon Bedrock to enhance self-service and customer experiences. • Troubleshoot and optimize Amazon Connect deployments for performance, reliability, scalability, and security. • Collaborate with customers and internal teams to gather requirements and translate business needs into technical solutions.

🎯 Requisitos

• Bachelor's or Master's degree in Computer Science, AI, Machine Learning, or a related field. • 5+ years of experience in cloud architecture and implementation. • 3+ years of Amazon Connect experience. • 3+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or any Bot Service) at enterprise scale in a contact center environment. • 3+ years hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (e.g., Genesys, Amazon Connect, Five9). • Strong experience configuring Amazon Connect, including Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspace. • Experience with AWS services including AWS Lambda, API Gateway, Amazon S3, DynamoDB, Step Functions, IAM, and CloudWatch. • Proficiency in Python for automation, integrations, and serverless development. • Knowledge of contact center technologies and concepts, including IVR, ACD, call routing, customer experience, and workforce optimization. • Experience implementing conversational AI solutions using Amazon Lex and/or Amazon Bedrock. • Excellent communication skills with the ability to collaborate effectively with technical and business stakeholders.

🏖️ Benefícios

• Health insurance • Professional development • Flexible work arrangements