We're looking for a hands‐on Amazon Connect Engineer who can turn complex customer‐service requirements into secure, scalable, AI‐powered contact‐center solutions on AWS.You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative‐AI self‐service, and real‐time analytics—to deliver best‐in‐class customer experiences.Key ResponsibilitiesArchitect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll‐free numbers)Design IVR and chatbot experiences with drag‐and‐drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative‐AI self‐serviceIntegrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third‐party CRMs (Salesforce)Implement Contact Lens for real‐time transcription, sentiment analysis, screen recording, automated evaluations, and post‐contact summariesBuild outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detectionAutomate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions)Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimise KPIs such as AHT, SLA, CSATEnsure security and compliance (least‐privilege IAM, KMS encryption, VPC/SIP security)Produce design docs, runbooks,



and knowledge‐transfer sessions; provide tier‐3 support and root‐cause analysisRequirements3+ years building or operating cloud contact‐center platforms; 2+ years hands‐on with Amazon ConnectSolid skills in at least one language (Python, Node.js/TypeScript, or Java)Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch)Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact‐center metricsExperience with REST/JSON APIs, OAuth/SAML, and event‐driven integrationsExcellent communication and documentation skills; ability to translate business goals into technical roadmapsPreferred QualificationsAWS Solution Architect or Amazon Connect Specialty certificationSuccess migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon ConnectHands‐on with Contact Lens analytics, Workforce Management, or WFO integrationsFamiliarity with AI/ML services (Bedrock, SageMaker) and data‐lake analyticsExposure to general, multi‐region Connect deployments and Global Resiliency patternsHands‐on experience with Five9, especially in campaign/campaign profiles creation, skill‐based routing, IVR design/maintenance, DID's assignment/management and List SyncProficiency in Five9 reporting toolsBenefitsCompetitive SalaryFun work environmentGrowth OpportunitiesSeniority level: Mid‐Senior levelEmployment type: Full‐timeJob function: Information TechnologyIndustries: IT Services and IT Consulting#J-*****-Ljbffr

📌 Amazon Connect Engineer (Xico)
🏢 One Park Financial
📍 Xico