Role Description

Position Overview

We are seeking an experienced Amazon Connect Engineer / Developer to design, configure, deploy, and optimize Amazon Connect contact center solutions. The role requires hands-on experience with AWS services, integrations, reporting, data pipelines, PostgreSQL, and deployment practices.

The candidate will collaborate with DevOps, engineering, and cross-functional teams while taking ownership of end-to-end solution delivery.

Key Responsibilities

- Design, configure, and deploy Amazon Connect contact center solutions.
- Integrate Amazon Connect with AWS services such as Lambda, Lex, S3, and DynamoDB.
- Develop and maintain custom contact flows, routing profiles, and agent hierarchies.
- Implement real-time and historical reporting using AWS tools and SQL queries.
- Collaborate with DevOps and engineering teams to ensure seamless deployment and monitoring.
- Troubleshoot and optimize existing Amazon Connect implementations.
- Ensure compliance with security and data privacy standards.
- Provide technical documentation and training to internal stakeholders.
- Develop and manage data pipelines using AWS Glue, including job creation, transformation logic, and orchestration.
- Work with PostgreSQL databases for schema design, query development, and performance optimization.
- Build and maintain reporting frameworks and interpret reporting metrics to support operational insights.
- Package, deploy, and manage AWS-based solutions following CI/CD and best-practice deployment models.
- Provide technical leadership, take ownership of deliverables, and drive project direction where required.
- Collaborate with cross-functional teams while ensuring accountability for end-to-end solution delivery.

Required Skills & Qualifications

Amazon Connect Expertise

- Build and optimize complex contact flows using Amazon Connect’s drag-and-drop interface.
- Implement dynamic routing logic based on customer inputs, agent availability, and business rules.
- Configure whisper prompts, queue hold messages,



and error-handling flows.
- Define agent hierarchies, routing profiles, and user permissions.
- Set up queues, hours of operation, and escalation paths.
- Monitor agent performance and optimize staffing using historical and real-time metrics.
- Connect Amazon Connect with AWS Lambda for serverless backend logic.
- Use Amazon Lex for conversational IVR and chatbot capabilities.
- Store and retrieve customer data using Amazon DynamoDB or S3 during interactions.
- Customize and extend reporting using Amazon Connect’s Contact Trace Records (CTR).
- Use CloudWatch for monitoring, ing, and logging of contact center metrics.
- Implement role-based access control using AWS IAM.
- Ensure encryption of data in transit and at rest.
- Maintain compliance with industry standards such as HIPAA and PCI-DSS, where applicable.
- Integrate with CRMs such as ServiceNow.
- Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications.
- Diagnose call quality issues, latency, and flow errors.

AWS Development Skills
- Proficiency in AWS Lambda using Node.js or Python.
- Experience with API Gateway, CloudFormation, IAM, S3, DynamoDB, and CloudWatch.
- Familiarity with AWS SDKs and CLI tools.
- Understanding of serverless architecture and event-driven design.

SQL & Data Handling
- Ability to write basic to intermediate SQL queries.
- Experience with relational databases such as PostgreSQL.
- Understanding of data modeling and reporting.
- Experience with DynamoDB.
- Experience developing and managing data pipelines using AWS Glue.

General Skills
- Solid problem-solving and analytical skills.
- Excellent communication and documentation abilities.
- Ability to work independently and in a team environment.
- Agile/Scrum experience is a plus.
- Ability to take ownership of deliverables and support end-to-end solution delivery.

Preferred Qualifications

- AWS Certified Solutions Architect or Developer.
- Experience with Amazon Lex, Polly, and Transcribe.
- Knowledge of contact center KPIs and analytics.

Skills Amazon Connect, AWS Lambda

📌 Amazon Connect Engineer (Bengaluru)
🏢 UST
📍 Bengaluru