Cloud Engineer

Key Responsibilities:

Design and implement Amazon Connect-based contact center solutions

tailored to business requirements.

Configure AWS Connect flows, queues, routing profiles, and user setups.

Integrate AWS Connect with other AWS services such as Lambda, Lex, S3,

DynamoDB, and CloudWatch.

Build custom solutions including IVR, chatbots, and contact center analytics.

Work closely with stakeholders to gather requirements, define user

experience flows, and ensure successful implementation.

Support migration from legacy telephony systems to Amazon Connect.

Troubleshoot and resolve issues related to call flows, latency, or integrations.

Ensure compliance with security, data protection, and regulatory standards.

Provide documentation and knowledge transfer to operations/support teams.

Required Skills & Experience:

Strong hands-on experience with Amazon Connect implementation and

customization.

Proficient in AWS Lambda (Node.js/Python), API Gateway, and other

serverless components.

Experience integrating with CRM platforms (e.g., Salesforce, Zendesk) and

telephony systems.

Working knowledge of Amazon Lex, Polly, and Contact Lens.

Familiarity with networking, VoIP, SIP protocols, and telephony concepts.

Experience with monitoring/logging using CloudWatch and AWS X-Ray.

Strong problem-solving and communication skills.

AWS Certifications (preferred): AWS Certified Developer/Architect, AWS

Certified Advanced Networking, or AWS Contact Center Competency.