Senior Amazon Connect Architect – Engineer

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Spectrum One

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11 - 50 Mitarbeiter

Gegründet 2015

🛍️ eCommerce

Software Development • Cloud Services • eCommerce

Spectrum One ist ein Beratungsunternehmen für Softwareentwicklung, das mit Organisationen aus verschiedensten Branchen zusammenarbeitet, um moderne Anwendungen zu entwickeln, Cloud-Infrastrukturen zu skalieren und dedizierte Tech-Teams aufzubauen. Das Unternehmen ist auf Softwareentwicklung, Cloud- und DevOps-Services sowie Team Augmentation spezialisiert und liefert maßgeschneiderte Lösungen, die Geschäftsprozesse verbessern und das Wachstum beschleunigen.

Beschreibung

• Design, build, and maintain complex, omnichannel contact flows (Voice, Chat, SMS) within Amazon Connect. • Develop custom serverless applications using AWS Lambda (Node.js/Python) to fetch dynamic routing data, trigger backend processes, and personalize customer interactions. • Integrate Amazon Connect with internal databases, RESTful APIs, and CRM platforms (e.g., Salesforce, Zendesk, ServiceNow). • Leverage AWS AI/ML services—such as Amazon Lex for conversational bots, Amazon Polly for text-to-speech, and Contact Lens for sentiment analysis and transcription. • Lead the migration of legacy contact center platforms (e.g., Avaya, Cisco, Genesys) to Amazon Connect. • Act as the technical lead on contact center projects, providing mentorship and guidance to junior engineers and administrators. • Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT). • Design and deploy custom reporting and analytics dashboards using Amazon QuickSight, Kinesis, and Athena. • Ensure the contact center architecture follows AWS Well-Architected Framework principles, focusing on high availability, disaster recovery, and data security. • Troubleshoot complex telecommunications, WebRTC, and API integration issues. • Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles.

🎯 Anforderungen

• 5+ years of hands-on experience designing, deploying, and supporting Amazon Connect contact center solutions at an enterprise scale. • Deep expertise in the AWS Serverless stack, specifically Lambda, API Gateway, DynamoDB, S3, Kinesis, CloudWatch, and IAM. • Strong proficiency in at least one backend programming language (Node.js or Python) for writing custom Lambda functions. • Proven track record of integrating Amazon Connect with CRMs (e.g., Salesforce CTI integration) and third-party SaaS applications. • Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics. • Exceptional analytical skills with the ability to troubleshoot complex, distributed cloud systems.

🏖️ Vorteile

• High-Trust Environment: We hire adults. We don't track keystrokes or enforce arbitrary hours. We care about the quality of your output. • Deep Work: We minimize meetings to protect your focus time. We operate asynchronously by default. • International Standards: You will work with top-tier international clients, building systems that scale and handle real-world traffic. • Real Strategic Influence: We expect engineers to drive technical decisions. You will have a direct hand in shaping the architecture and product roadmap. • Autonomy by Default: We reject the traditional agency model of "churn and burn." We provide the context and the goal, then we trust you to execute. • A Culture of Excellence: You will be surrounded by high-performers who push you to be better. We believe in continuous evolution and provide the environment you need to do the best work of your career. • Top-of-Market Compensation: High base salary benchmarked against industry standards, plus annual performance-based bonuses. • Annual Summit: A fully-funded, company-wide Out of Country retreat to celebrate our wins. • Hardware & Gear: We provide the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive. • Professional Development Budget: We provide an annual budget for courses, certifications, books, and conferences. We want you to stay sharp. • Permanent Remote: Work from home or anywhere you are most productive. • Time Off & Wellness: Generous paid leave policy, full medical coverage (HMO), and mental health support for you and your dependents.