Daythree is seeking an experienced AWS Amazon Connect & Contact Center AI Engineer to design, implement, deploy, and optimize cloud-based customer engagement solutions using Amazon Connect, Contact Lens, and AWS AI services.
The role focuses on delivering scalable omnichannel contact center solutions, speech analytics, conversational AI, automation, and customer experience transformation initiatives for enterprise clients.
The ideal candidate combines strong technical implementation skills with customer experience knowledge and hands-on expertise in AWS cloud services, contact center technologies, and infrastructure automation.
Key Roles & Responsibilities
Solution Design & Architecture
- Design and implement enterprise-grade contact center solutions using Amazon Connect and Amazon Connect Contact Lens.
- Lead customer discovery workshops, technical assessments, and solution design sessions for customer experience transformation initiatives.
- Architect scalable omnichannel customer engagement solutions including voice, chat, task management, and workforce optimization capabilities.
- Translate business requirements into technical solution architectures and deployment plans.
Implementation & Deployment
- Configure and deploy Amazon Connect instances, routing profiles, queues, contact flows, and integrations.
- Implement Contact Lens capabilities including conversation analytics, sentiment analysis, call categorization, transcription, and agent performance monitoring.
- Integrate AWS AI/ML services such as:
- Amazon Lex
- Amazon Polly
- Amazon Transcribe
- Amazon Comprehend
- Develop APIs, automation scripts, and Infrastructure-as-Code (IaC) deployments using AWS-native tools.
Integration & Automation
- Integrate Amazon Connect with CRM systems, ticketing platforms, legacy PBX/contact center platforms, and third-party applications.
- Develop serverless and event-driven workflows using AWS Lambda, API Gateway, Step Functions, and related services.
- Automate deployment pipelines, monitoring, and operational tasks using DevOps and IaC practices.
- Implement security, compliance, and operational best practices across AWS environments.
Customer Engagement & Innovation
- Build Proof-of-Concepts (PoCs), prototypes, demos, and reusable solution accelerators.
- Collaborate with AWS sales, solution architects, and business development teams on customer opportunities and technical engagements.
- Provide technical consultation and best practice guidance to customers and internal stakeholders.
- Stay current with AWS innovations in AI, customer experience, and cloud contact center technologies.
Preferred Skills & Experience
Technical Skills
- Hands-on experience implementing Amazon Connect in production environments.
- Experience with Amazon Connect Contact Lens for speech analytics and quality monitoring.
- Knowledge of contact center operations, IVR systems, ACD, CTI, call routing, and workforce engagement solutions.
- Experience with AWS AI services and conversational AI technologies.
- Scripting/programming skills in Python, Node.js, or similar languages.
- Experience with Infrastructure-as-Code tools such as CloudFormation, Terraform, or AWS CDK.
- Familiarity with CI/CD, DevOps, and cloud automation practices.
Professional Skills
- Strong problem-solving and solution design capabilities.
- Ability to engage with technical and business stakeholders at multiple levels.
- Strong communication and presentation skills.
- Fast learner with a passion for innovation and customer experience technologies.
Certifications
- Minimum one AWS Associate or Professional certification preferred:
- AWS Certified Solutions Architect
- AWS Certified Developer
- AWS Certified DevOps Engineer
- AWS Certified Machine Learning Specialty
