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 Responsibilities
- Architect, 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-service
- Integrate 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 summaries
- Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection




- Automate 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; optimize KPIs such as AHT, SLA, CSAT.
- Ensure 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 analysis.
- · 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect.
- · Solid 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 metrics.
- · Experience with REST/JSON APIs, OAuth/SAML, and event-driven integratio

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