Senior Amazon Connect Engineer

🕒 July 16

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Cloudelligent

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

☁️ SaaS

Consulting • Cloud Computing • SaaS

Cloudelligent is a leading cloud solutions provider that specializes in leveraging AWS technologies to transform businesses through cloud migration, modernization, and optimization. Their expertise spans across various services including cloud security, data analytics, and DevOps, enabling organizations to innovate and enhance operational efficiencies. Committed to delivering high-performance architectures and robust cloud strategies, Cloudelligent supports clients in achieving their digital transformation goals while optimizing costs and ensuring compliance.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Professional development • Flexible work arrangements