AWS Connect Specialist

Job Description – GCC- Senior AWS Connect Specialist, Pune

EQUIPE CONTAINER SERVICES INDIA PRIVATE LIMITED is a subsidiary of WillScot.

At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

Position Summary In a rapidly evolving cloud technology landscape, WillScot India IT GCC is seeking a highly skilled and experienced Senior AWS Connect Engineer/Specialist with 5+ years of hands-on expertise designing, building, and optimizing Amazon Connect and related Contact Center as a Service (CCaaS) solutions. The ideal candidate will develop scalable, secure, and efficient contact center solutions that enhance customer and agent experiences, streamline operations, and support omnichannel business processes. This role requires deep knowledge of Amazon Connect, AWS Lambda, Lex, DynamoDB, API Gateway, Kinesis, Contact Flows, Call Routing, and integrations with CRM systems. The Senior AWS Connect Engineer/Specialist will collaborate closely with cross-functional teams including Voice Engineering, Salesforce Teams, Business Analysts, and Technical Leads to implement high-quality solutions in an Agile environment.

Principal Responsibilities:

• Design and implement Amazon Connect contact center capabilities, including IVR, contact flows, queues, routing profiles, prompts, hours of operation, and agent experiences.

• Design and implement complex Amazon Connect contact flows and IVR experiences, including advanced routing logic and speech enabled experiences using services such as AWS Lex and Amazon Polly, as needed.

• Configure and optimize Amazon Connect Contact Lens, including call analytics and quality features, to support operational and compliance requirements.

• Build and maintain end to end integrations between Amazon Connect and Salesforce Service Cloud Voice, including screen pops, call logging, agent controls, and related data flows (including case and activity association as applicable).

• Implement and refine routing strategies such as ANI based routing, skill based routing, and voice call routing to support multiple lines of business using consistent standards and reusable patterns.

• Develop and maintain AWS based integration components using services such as Lambda and API and event driven patterns to support real time decisioning, reliability, and CRM synchronization.

• Maintain an organized inventory of contact flows and supporting assets, including prompt versions, dependency mapping, and related documentation.

• Use AWS monitoring and reporting tools to identify routing issues, performance bottlenecks, and call containment opportunities, then recommend and implement improvements.

• Partner with BI teams and business leaders to align Amazon Connect, Salesforce, and enterprise reporting definitions and KPI interpretation.

• Partner with security stakeholders to ensure least privileged access, secure data handling, encryption standards, and compliant call recording configurations.

• Support change control and governance processes for production updates, including approvals, testing evidence, deployment plans, peer review, rollback planning, and release readiness.

• Diagnose and resolve issues across Amazon Connect, AWS integrations, and Salesforce Service Cloud Voice, maintain runbooks, and contribute to post incident reviews with root cause and corrective actions.

• Coordinate with Salesforce and AWS support channels when vendor escalation is required.

• Provide level of effort estimates for enhancements and defects, and conduct unit testing and validation of contact flows, routing logic, and integrations prior to deployment.

• Monitor platform updates across Amazon Connect, AWS services, and Salesforce Service Cloud Voice and recommend enhancements that improve performance, resiliency, and usability.

Technology:

• Computer, telephone, and electronic office equipment

• Amazon Connect, Contact Flows, Queues, Routing Profiles, Contact Lens, IVR design, prompts, and audio management

• AWS services used for integration and operations, such as Lambda, SQS, SNS, API based integrations, monitoring, and logging

• AWS security concepts, including identity and access management patterns, least privilege, and secure configuration practices

• Salesforce Service Cloud Voice, Omni Channel routing concepts, Salesforce APIs, and CRM data model considerations for telephony events

• DevOps and release tools and practices (CI CD, GitHub, Copado, deployment discipline)

• MS Office Suite, project management tools (Jira, Smartsheet)

Education and Qualification:

• Education Level: Bachelor's degree

• Preferred Education Level: Bachelor's degree with IT-related experience

• 8+ years of experience supporting contact center technologies and cloud-based contact center solutions.

• 5+ years of hands-on experience building and supporting Amazon Connect in production environments.

• AWS Connect relevant badges and certifications preferred (AWS Certified Developer, Amazon Connect Developer digital badge, Amazon Connect Communications Specialist digital badge)

• Demonstrated experience designing complex routing and IVR solutions, including skills-based routing and data-driven routing decisions.

• Experience integrating Amazon Connect with CRM platforms, specifically Salesforce, including API based patterns and data model alignment.

• Working knowledge of AWS integration patterns and operational tooling, including monitoring, logging, and incident response practices.

• Strong troubleshooting skills with the ability to isolate issues across telephony configuration, integrations, and CRM behavior.

• Experience working in Agile delivery models with strong documentation, testing discipline, and change management practices.