Cloud Engineer

We are looking for an experienced AWS Connect Implementation Engineer to lead

the design, deployment, and integration of Amazon Connect-based contact center

solutions. The ideal candidate will have hands-on experience in configuring AWS

Connect, integrating third-party systems, and working with cross-functional teams to

deliver scalable and customer-centric contact center platforms.

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.

Preferred Qualifications:

Previous experience in customer service technology or call center

transformation projects.

Experience with CI/CD and DevOps practices in AWS environments.

Familiarity with agile delivery methodologies.