Amazon Connect Consultant

Job Title: Amazon Connect Architect/Consultant

Location : Wilmington, DE (5 Days Onsite)

Exp: 12+ Yrs

Job Summary:

We are seeking a highly skilled and experienced Senior Engineer in Amazon Connect and AWS Expert to join a dynamic team and assist with migration from legacy contact center system to Amazon Connect. In this role, you will be responsible for the assessment, design, development, and implementation of complex contact center solutions leveraging Amazon Connect platform. You will work closely with cross-functional teams, including product, engineering, and operations to deliver high-quality, innovative, secure and scalable solutions that meet the evolving needs of the business in a hyper-growth environment.

Key Responsibilities:

• Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
• Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow etc.,), ERP Systems, Alert & Monitoring systems and other business applications.
• Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
• Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
• Provide technical support, troubleshoot and resolve technical issues related to Amazon Connect and its integrations.

Job Qualifications:

• Amazon Connect Expertise:
  • Deep understanding of Amazon Connect core features and capabilities including Contact Lens.
  • Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc.
  • Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS etc.
  • Experience with Amazon Connect's API's and SDK's
• AWS Experience:
  • Solid experience with AWS infrastructure and services, including EC2, S3, VPC, API Gateway, Step Functions etc.,
  • Experience with AWS Security best practices.
• CRM Integrations and 3rd Party Integrations
  • Proven experience integrating Amazon Connect with various CRM system (Salesforce, ServiceNow etc.,)
  • Experience with CRM API's and data models
  • Good to have experience integrating with WFM systems like Verint.
• Technical Skills
  • Strong scripting and programming skills (e.g., Python, Node.js, JavaScript, Java, C# etc.,)
  • Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora, Redshift etc.,) and ETL processing with AWS Glue, AWS Kinesis etc.
  • Experience working in Agile environments (Scrum, Kanban, SAFe)
  • Strong experience with DevOps practices and CI\CD (Terraform, Jenkins, Spinnaker, Git etc.,)
  • Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO etc.,) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR etc.,)
  • Good experience and knowledge of networking concepts and protocols especially in telephony environment.
• Other Qualifications:
  • Excellent problem-solving and analytical skills
  • Strong communication and interpersonal skills
  • Ability to work independently and as part of a team

Required Experience

• 5+ Years of experience in Contact Center technologies and Cloud Architecture
• 5+ Years of hands-on experience Amazon Connect and AWS
• 2+ Years of experience using Terraform

Nice to have

• Experience with Genesys On-Premises contact center system
• Experience with contact center migrations
• Experience with cloud migrations
• Experience with AI/ML technologies especially AWS Transcribe, Bedrock, Comprehend, Sagemaker etc
• Related AWS Certifications

Required Education:

Bachelor's degree in computer science, Information Systems, or equivalent education or work experience