- Location
- Hybrid, New York
- Workplace
- Hybrid
- Type
- Contract
- Department
- Engineering
- Seniority
- Senior
- Experience
- 5+ years
- Source
- RecruiterFlow
Description
Role Overview:
We are seeking a Senior Amazon Connect Engineer to lead the design, development, and delivery of modern cloud-based contact center solutions leveraging Amazon Connect and related AWS services. This role will serve as a key technical authority, responsible for building scalable voice and chat solutions, driving system integrations, and ensuring high-performing, resilient architectures that enhance customer engagement.
Key Responsibilities:
Architecture & Design
• Define and own the end-to-end technical strategy for Amazon Connect implementations.
• Architect secure, scalable, and fault-tolerant contact center systems.
• Lead platform modernization and migration from legacy telephony systems to AWS-based solutions.
Development & Integration
• Design and build advanced contact flows, Lex bots, routing logic, and IVR frameworks.
• Integrate Amazon Connect with Salesforce, ServiceNow, and custom CRM applications.
• Develop AWS-based backend services using Lambda, API Gateway, DynamoDB, Kinesis, and EventBridge.
• Implement AI-driven experiences using tools such as Amazon Bedrock, OpenAI, or LangChain.
Operations & Support
• Support production environments and ensure system reliability through monitoring and automation.
• Perform root-cause analysis and implement continuous improvements for incident management.
• Establish observability metrics (SLIs/SLOs) and dashboards to track performance.
Leadership & Collaboration
• Mentor junior engineers and support team skill development.
• Partner with network and security teams to maintain compliance, IAM policies, and QoS standards.
• Deliver analytics and reporting capabilities for business operations.
Required Skills & Qualifications:
• 5–10+ years of experience in telephony, contact center technology, or AWS backend development.
• 3+ years hands-on experience with Amazon Connect preferred.
• Strong experience with AWS services including Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM.
• Experience integrating with Salesforce Service Cloud Voice or similar platforms preferred.
• Knowledge of networking and telephony concepts such as SIP, RTP, and PSTN.
• Experience with REST/GraphQL APIs, JWT, and OAuth/SAML authentication.
• Familiarity with Terraform, CloudFormation, Git, and CI/CD automation.
• Strong analytical, communication, and leadership skills.
Preferred Certifications:
• AWS Certified Solutions Architect or Developer
• Salesforce Service Cloud or Omni-Channel Certification