AWS Connect Engineer

🔥 16 minutes ago

🇨🇦 Canada – Remote

💵 $90k - $156.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷🏻‍♀️ Engineer

👻 Ghost score 8%

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Capgemini

WebsiteLinkedInAll Job Openings

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Founded 1967

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🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Capgemini is a global leader in partnering with businesses to transform and manage their operations by harnessing the power of technology. With expertise across a wide array of industries such as aerospace, automotive, banking, and healthcare, Capgemini provides a constantly evolving portfolio of services to meet the ever-changing needs of their clients. Their offerings include cloud, cybersecurity, data and artificial intelligence, and enterprise management, among others. Capgemini also emphasizes innovation and sustainability, helping companies achieve digital transformation while promoting environmental and social responsibility. Additionally, Capgemini provides career opportunities across various levels and professions, encouraging innovation and diversity in its workforce.

📋 Description

• Design, develop, and configure Amazon Connect solutions, including contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies • Develop and maintain integrations using AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, and other AWS services • Integrate Amazon Connect with Salesforce Service Cloud Voice, CRM platforms, and omnichannel customer service solutions • Build and support conversational AI and chatbot capabilities using Amazon Lex • Configure monitoring, alerting, and operational dashboards using Amazon CloudWatch, SNS, and AWS monitoring services • Implement Infrastructure as Code and deployment automation using AWS CloudFormation and CI/CD pipelines • Troubleshoot and resolve production issues, perform root cause analysis, and provide ongoing support for contact-center operations • Collaborate with business and technical teams to gather requirements and translate them into scalable AWS Connect solutions • Ensure security, reliability, performance, and compliance of cloud contact-center environments

🎯 Requirements

• 7+ years of experience in cloud-based contact center technologies with strong hands-on expertise in Amazon Connect • Proven experience designing and implementing IVR, Contact Flows, Call Routing, Queues, Routing Profiles, and Callbacks • Strong experience with AWS Lambda, Amazon Lex, and serverless application development • Experience integrating enterprise applications through REST and SOAP APIs • Hands-on experience with Salesforce integration, including Service Cloud Voice • Strong knowledge of CloudWatch, SNS, CloudFormation, and AWS operational best practices • Experience with Python and/or JavaScript development • Familiarity with Git, Jenkins, CI/CD pipelines, source control, and deployment automation • Experience supporting production environments, troubleshooting complex issues, and performing root cause analysis • Strong understanding of AWS cloud architecture, security, scalability, and reliability principles • Excellent communication and stakeholder management skills • AWS Certifications (Associate or Professional level) are good to have • Experience with AWS Landing Zone, Azure AD/SSO, and identity federation is good to have • Hands-on experience with DynamoDB, S3, Kinesis, and other AWS services is good to have • Experience integrating with ServiceNow, Jira, and ITSM platforms is good to have • Knowledge of contact-center analytics, reporting, and workforce optimization solutions is good to have • Exposure to AI-powered customer service solutions and generative AI integrations within contact-center platforms is good to have

🏖️ Benefits

• Vacation: 12-25 days, depending on grade • Company paid holidays • Personal Days • Sick Leave • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) • Retirement savings plans (e.g., RRSP in Canada) • Life and disability insurance • Employee assistance programs • Other benefits as provided by local policy and eligibility • Potential eligibility for variable incentives, bonuses, or commissions

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