Amazon Connect Engineer

Added: April 22, 2025
  • Country: United States
  • Region: Washington

Must Have Technical/Functional Skills

Experienced Amazon Connect professional with at least 7 years of hands-on experience in designing, implementing, and optimizing cloud-based contact center solutions
The ideal candidate will have expertise in AWS services, IVR design, call routing, and integration with third-party applications.

1. Amazon Connect Core Expertise

  •  Amazon Connect Call Flows, Routing Profiles, Queues, and Agent Hierarchies

  • IVR Design & Configuration (DTMF & Speech-enabled)

  • Amazon Connect Contact Lens (for speech analytics & sentiment analysis)

  • Amazon Connect Insights (for reporting and analytics)

2. AWS Services & Integrations

  •  AWS Lambda (for backend processing & API interactions)

  • Amazon Lex (for chatbots & voice automation)

  • DynamoDB / RDS (for storing customer session data)

  • Amazon S3 (for call recordings & logs)

  • Amazon Kinesis / Event Bridge (for real-time analytics & event processing)

  • AWS API Gateway (for secure integrations)

  • AWS IAM & Security Best Practices

3. Scripting & Development

  •  Python, or JavaScript (for developing Lambda functions)

  • JSON, REST APIs, and Web Services (for API-based integrations)

  • Amazon Connect Streams API (for custom CTI and UI development)

4. Contact Center & Telephony Skills

  • CTI Integration (with CRMs like Salesforce, Zendesk, ServiceNow)

  • WebRTC, SIP, VoIP (for softphone & call handling)

  • Session Initiation Protocol (SIP) Trunking

  • Telephony Troubleshooting (latency, call quality, and debugging)

5. Monitoring & Optimization

  •  AWS CloudWatch & X-Ray (for monitoring and debugging)

  • Logging & Error Handling (structured logging in Lambda & Connect logs)

  • Performance Optimization (scalability & high availability best practices)

Roles & Responsibilities

  • Design, develop, and deploy Amazon Connect contact center solutions.

  • Configure and customize call flows, IVRs, routing profiles, queues, and agent hierarchies.

  • Integrate Amazon Connect with AWS Lambda, Lex, DynamoDB, S3, Kinesis and other AWS services.

  • Develop and maintain chatbots, voice bots, and automation workflows using AWS Lex and Lambda.

  • Optimize call flows and implement real-time and historical analytics using AWS Contact Lens and Amazon Connect Insights.

  • Troubleshoot and resolve telephony, latency, and call quality issues.

  • Work with developers, architects, and stakeholders to enhance customer experience and operational efficiency .

  • Ensure security, compliance, and scalability of the contact center environment.

TCS Employee Benefits Summary:

  • Discretionary Annual Incentive.

  • Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

  • Family Support: Maternal & Parental Leaves.

  • Insurance Options: Auto & Home Insurance, Identity Theft Protection.

  • Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

  • Time Off: Vacation, Time Off, Sick Leave & Holidays.

  • Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.



Reference : Amazon Connect Engineer jobs

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