Position Summary
The Amazon Connect Engineer will support the deployment, configuration, testing, and ongoing enhancement of Amazon Connect solutions. The role will work closely with the Solution Architect and project teams to implement contact centre workflows, integrations, and operational requirements.
Key Responsibilities
- Configure Amazon Connect instances, queues, routing profiles, users, and permissions.
- Develop and maintain contact flows, IVR menus, call routing logic, and customer interaction journeys.
- Support integration activities with CRM, ticketing systems, and third-party applications.
- Configure AWS Lambda functions and support API integrations.
- Conduct solution testing, defect resolution, and deployment activities.
- Support migration and onboarding of new contact centre programmes onto Amazon Connect.
- Create technical documentation, configuration guides, and operational runbooks.
- Assist in monitoring platform performance, uptime, and service quality.
- Support reporting and dashboard development using Amazon Connect analytics and AWS reporting tools.
- Provide Level 2 technical support for operational issues and enhancement requests.
Preferred Experience
- 2–5 years of Contact Centre Technology or Cloud Platform experience.
- Hands-on experience with Amazon Connect deployments and configuration.
- Familiarity with contact flow development and routing design.
- Basic knowledge of AWS services including Lambda, S3, DynamoDB, and CloudWatch.
- Experience supporting contact centre environments, telephony systems, or omnichannel platforms.
- Exposure to CRM platforms and API-based integrations.
Key Skills
- Amazon Connect Administration
- Contact Flow Configuration
- AWS Services
- Technical Troubleshooting
- API Integration
- Testing & Deployment
- Documentation
- Contact Centre Operations Support
