Job Description: Amazon Connect Sr. Developer
Position Overview:
We are looking for an experienced Amazon Connect Architect / Sr. Developer to join our team. The role is remote, client-facing, and requires strong expertise in designing, developing, and optimizing Amazon Connect contact center solutions within the AWS ecosystem. The candidate should be hands-on, capable of solution design, and able to collaborate directly with client stakeholders.
Key Responsibilities:
- Solution Architecture & Design
- Architect, design, and implement scalable contact center solutions using Amazon Connect.
- Integrate Amazon Connect with AWS services (Lambda, Lex, S3, DynamoDB, Kinesis) and external systems (CRM, ticketing, analytics).
- Provide best practices for architecture, security, and cost optimization.
- Development & Customization
- Build and enhance call flows, IVR, and omnichannel solutions (voice, chat, messaging).
- Develop AWS Lambda functions, APIs, and automation scripts to support integrations.
- Customize dashboards and reporting for actionable customer insights.
- Implementation & Client Engagement
- Lead delivery of Amazon Connect implementations for Anthem, ensuring alignment with business needs.
- Collaborate with client stakeholders to gather requirements and propose solutions.
- Support legacy contact center migration to Amazon Connect.
- Optimization & Support
- Monitor and optimize system performance and call flows for improved customer experience.
- Provide Level 3 support and handle complex troubleshooting.
- Ensure compliance, governance, and security standards are met.
Required Skills & Experience:
- 6+ years of IT experience, with 4+ years in contact center technologies.
- 3+ years of hands-on experience with Amazon Connect (architecture, deployment, integrations).
- Strong development skills in Python, Node.js, or JavaScript for AWS Lambda and APIs.
- Expertise in AWS services: Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation.
- Familiarity with telephony protocols (SIP, RTP, WebRTC).
- Strong client-facing communication and requirement-gathering skills.
Preferred Qualifications
- AWS Certified Solutions Architect / Developer or Amazon Connect certification.
- Experience with AI/ML enhancements (chatbots, sentiment analysis, predictive analytics).
- CRM integration experience (Salesforce, ServiceNow, Zendesk).
- Prior consulting or client-facing offshore delivery experience.
