Job Summary:

We are seeking an AWS Amazon Connect Engineer with expertise in cloud-based contact center solutions, IVR automation, and serverless architectures. The candidate will be responsible for designing, implementing, and supporting Amazon Connect environments, integrating enterprise systems, and delivering scalable customer experience solutions across voice and digital channels.

Mandatory Skills (One Line):

Amazon Connect, AWS Lambda, DynamoDB, Amazon Lex, CloudWatch, REST APIs, Python/Node.js, Contact Center Solutions, IVR, AWS Cloud.

Roles & Responsibilities:

Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and business schedules.

Develop agile and skill-based routing solutions using AWS Lambda and DynamoDB.

Build and integrate Amazon Lex bots for IVR automation and self-service customer experiences.

Integrate Amazon Connect with CRM platforms, enterprise applications, and third-party APIs.

Configure call recording, callbacks, holiday routing, failover mechanisms, and business continuity features.





Monitor and optimize contact center performance using Amazon CloudWatch and AWS monitoring tools.

Support multi-channel customer engagement solutions including voice, chat, and tasks.

Develop serverless integrations and automation using Python or Node.js.

Troubleshoot and resolve production issues while ensuring SLA compliance.

Collaborate with Cloud, Telecom, DevOps, and Application teams to deliver scalable solutions.

Participate in Agile ceremonies, sprint planning, reviews, and continuous improvement initiatives.

Create and maintain technical documentation, operational procedures, and knowledge transfer artifacts.

Preferred Skills:

Experience integrating Amazon Connect with Salesforce, ServiceNow, or other CRM platforms.

Knowledge of AWS services such as S3, IAM, API Gateway, Step Functions, and SNS/SQS.

Understanding of Telecom, Contact Center Operations, and Customer Experience (CX) platforms.

Experience with high availability, disaster recovery, and enterprise-scale cloud environments.

📌 AWS Connect Specialist (Kolkata)
🏢 Brainworks Business Solutions
📍 Kolkata