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 integrations. · Excellent communication

📌 Remote Engineer:in (México)
🏢 One Park Financial
📍 México