We are looking for an experienced Low Code Engineer to design, implement, and support cloud-based contact center solutions using Amazon Connect. In this role, you will be responsible for building and configuring advanced call flows, integrating third-party systems, and enhancing customer service experiences through cloud-native technologies. This is an exciting opportunity to work on cutting-edge AI-driven and scalable contact center solutions.
Key Responsibilities
You will be responsible for:
- Designing, developing, and maintaining Amazon Connect contact center solutions, including Contact Lens for quality management, call flows, queues, routing profiles, and IVRs.
- Integrating Amazon Connect with other AWS services such as Lambda, Lex (Chatbots), Polly, DynamoDB, S3, CloudWatch, and external platforms like Salesforce or other CRM/ticketing systems.
- Creating and maintaining Lambda functions to support real-time call processing and data integrations.
- Collaborating with customer experience teams to understand business needs and optimize call routing logic.
- Monitoring, troubleshooting, and improving contact center performance using CloudWatch, Amazon Connect Metrics, and analytics tools.
- Supporting user authentication, customer data access, and enabling real-time reporting solutions.
- Implementing CI/CD pipelines and infrastructure as code using tools like CloudFormation or Terraform.
- Ensuring security and privacy compliance across all voice and data interactions.
Essential Skills
- Deep expertise in Amazon Connect, including Lex, Lambda, and Contact Lens.
- Strong background in Contact Center technologies and understanding of experience transformation strategies.
- Knowledge of CRM integrations, especially Salesforce, and experience implementing AI capabilities with appropriate safeguards.
- Ability to integrate Generative AI / Amazon Q to provide real-time assistance to agents and customers.
- Hands-on experience with automation tools and a strong automation-first mindset for scalability and efficiency.
- Solid understanding of the AWS cloud ecosystem, with the ability to design, deploy, and manage end-to-end solutions.
- Ability to operate and manage AWS infrastructure supporting Amazon Connect and related platforms.
- Expertise in customizing reports and extracting analytics on interaction lifecycle.
- Familiarity with Amazon Bedrock is an added advantage.
- Excellent written and verbal communication skills.
Qualifications
- 35 years of AWS development experience.
- Strong knowledge of AWS Lambda, DynamoDB, CloudFront, S3, and EC2.
- Proven hands-on experience with Amazon Connect, including IVR call flow updates.
- Experience in Amazon Lex, including bot development and call flow integration.
- Strong Python programming skills for Lambda development.
- In-depth experience with call center technology and Automatic Call Distribution (ACD).
- Excellent communication and presentation skills for providing project updates to stakeholders.
- Self-starter, highly organized, analytical, and detail-oriented.
