Job Title: Amazon Connect Developer / Administrator
Job Description
We are looking for an experienced Amazon Connect Developer / Administrator to design, implement, and manage cloud-based contact center solutions on AWS. The role involves developing customer interaction workflows, integrating AWS services, and ensuring performance, security, and scalability of the contact center environment.
Key Responsibilities
Amazon Connect Administration & Development
- Design, configure, and manage Amazon Connect environments
- Develop and maintain contact flows, queues, routing profiles, and user management
- Configure IVR systems, call routing, and self-service workflows
AWS Cloud Integration
- Build serverless integrations using AWS services such as Lambda, API Gateway, DynamoDB, S3, Lex, and Kinesis
- Develop APIs and integrate Amazon Connect with CRM, ticketing, and enterprise systems
Operations & Support
- Monitor contact center performance and availability
- Troubleshoot telephony, routing, and integration issues
- Manage system upgrades, enhancements, and migrations
- Create runbooks and technical documentation
Security & Compliance
- Implement IAM roles and enforce security best practices
- Ensure regulatory compliance and conduct audits and access reviews
Reporting & Analytics
- Configure real-time and historical reporting
- Develop dashboards and KPIs for contact center performance
- Integrate with BI and analytics tools
Required Skills
- Hands-on experience with Amazon Connect
- Strong knowledge of AWS services (Lambda, API Gateway, DynamoDB, etc.)
- Experience with IVR and contact center workflows
- Understanding of cloud security and IAM
