We are seeking an experienced Amazon Connect Engineer to design, develop, and optimize cloud-based contact center solutions on AWS. The ideal candidate will have strong expertise in Amazon Connect, call routing strategies, and AWS services, enabling seamless, scalable, and efficient customer engagement experiences.
Responsibilities:
- Coordinate and perform release planning, routing development, testing, and deployments on the Amazon Connect platform
- Design and implement advanced call routing strategies (queues, callbacks, business hours, emergency messaging)
- Develop and manage contact flows to enhance IVR and customer experience
- Provide technical support and troubleshoot issues related to contact flows and scripting
- Collaborate with cross-functional teams to resolve incidents and ensure smooth operations
- Work closely with architecture teams to support scalable and efficient solutions