As a Senior Amazon Connect Developer, you will lead the design, development, and optimization of cloud-based contact center solutions using Amazon Connect and its ecosystem. You’ll serve as a technical owner for voice architecture, IVR/contact flows, CTI integrations, and analytics, often collaborating with cross-functional teams including CRM, data, and infrastructure.
Architecture & Design
Own the technical roadmap for Amazon Connect implementations.
Design scalable, secure, and resilient contact center solutions.
Lead migration from legacy platforms (e.g., Genesys, LivePerson) to Amazon Connect.
Development & Integration
Build and maintain contact flows, Lex bots, routing strategies, and call recording/transcription.
Integrate Amazon Connect with platforms like Salesforce, ServiceNow, and custom CRMs.
Develop event-driven services using AWS Lambda, EventBridge, Kinesis, DynamoDB, and API Gateway.
Implement GenAI-powered solutions using Amazon Bedrock, OpenAI, or LangChain.
Operations & Support
Provide production support and participate in on-call rotations.
Conduct root-cause analysis, post-mortems, and incident response.
Establish observability with SLIs/SLOs, dashboards, and automated alerts.
Leadership & Collaboration
Mentor junior developers and guide cross-functional teams.
Collaborate with network/security teams to ensure QoS, IAM, and compliance.
Deliver self-service reporting tools for operational leaders.
Required Skills & Qualifications:
Experience:
5–10+ years in telephony/contact center or strong AWS backend development.
3+ years hands-on with Amazon Connect is preferable.
3+ years hand on AWS backend development
2+ years with Salesforce Service Cloud Voice (preferred).
Willing to train a strong candidate on Amazon Connect
Preferred Certifications:
AWS Certified Solutions Architect or Developer.
Salesforce certifications (Service Cloud, Omni-Channel).
