Amazon Connect Consultant/SME

Melbourne, FL
Remote

Instant Apply

4 days ago

Job Description

Position: Amazon Connect Consultant/SME
Location: Remote EST/CST
Length: 12+ month
Interview: Video
Shift: Remote

Job Description:

Design, build, configure, and support Amazon Connect solutions, including contact flows, routing profiles, queues, IVR, callbacks, Estimated Wait Time, Agent Workspace, Contact Lens, and global resiliency capabilities.
Develop and maintain integrations between Amazon Connect and ServiceNow, CRM platforms, workforce management vendors, and other enterprise business systems.
Build serverless applications and integration components using AWS Lambda, API Gateway, S3, Kinesis, EventBridge, DynamoDB, Athena, CloudWatch, and related AWS services.
Develop and maintain software using Python, Java, JavaScript, React, SQL, REST/HTTP APIs, and other relevant technologies.
Create and maintain Infrastructure as Code using AWS CloudFormation and, where appropriate, Terraform or equivalent technologies.
Configure monitoring, logging, alerting, and operational visibility for contact center services and supporting AWS components.
Troubleshoot incidents and defects, perform root-cause analysis, and drive problem management and service improvement activities.
Implement appropriate security, access control, resilience, backup, disaster recovery, and compliance requirements.
Produce and maintain solution designs, configuration records, operating procedures, support documentation, and engineering standards.
Collaborate with architects, delivery teams, vendors, and customer stakeholders during assessments, proofs of concept, transitions, deployments, and production support.
Identify opportunities to improve reliability, performance, customer experience, agent experience, automation, and cost efficiency.
Stay current with Amazon Connect, AWS services, contact center technologies, and relevant engineering practices.

Numbers & Facts

Location

Melbourne, FL (

Remote

)

Skills

AWS Lambdaunmatched
Access Controlunmatched
Amazon Simple Storage Service (S3)unmatched
Amazon Web Services (AWS)unmatched
Application Integrationunmatched
Application Programming Interface (API)unmatched
Automationunmatched
Business Solutionsunmatched
Call Center Operationsunmatched
Call Centersunmatched
Consultingunmatched
Customer Experienceunmatched
Customer Relationship Management (CRM)unmatched
Data Recoveryunmatched
Disaster Recoveryunmatched
Documentation Standardsunmatched
HTTP (HyperText Transport Protocol)unmatched
Identify Issuesunmatched
Javaunmatched
Operations Processesunmatched
Performance Managementunmatched
Production Supportunmatched
Proof of Conceptunmatched
Python Programming/Scripting Languageunmatched
REST (Representational State Transfer)unmatched
React.jsunmatched
Regulatory Complianceunmatched
Reliability Engineeringunmatched
Root Cause Analysisunmatched
SQL (Structured Query Language)unmatched
ServiceNowunmatched
Software Administrationunmatched
Software Developmentunmatched
Support Documentationunmatched
Voice Response Systemsunmatched
Workforce Managementunmatched

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