We are seeking a highly skilled Senior Developer with deep expertise in AWS and Amazon Connect to lead the development of digital contact center solutions. The ideal candidate will have a strong background in cloud-based contact center platforms, digital channel implementations, and GenAI integrations. This role will focus on building scalable, secure, and intelligent customer engagement solutions across chat, email, SMS, and WhatsApp.
Responsibilities:
- Lead the migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect.
- Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services.
- Develop and integrate custom chat widgets and portals, including JWT authentication and secure API invocation.
- Build and maintain custom widgets using AWS SDKs and APIs for enhanced agent and customer experiences.
- Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms (e.g., Salesforce, ServiceNow).
- Implement GenAI-powered solutions for customer and agent interactions using Amazon Bedrock, OpenAI, and other LLMs.
- Ensure robust security, scalability, and compliance across all digital implementations.
- Troubleshoot and optimize Amazon Connect digital setups, including routing, flows, and channel configurations.