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 and documentation skills; ability to translate business goals into technical roadmaps.Preferred Qualifications AWS Solution Architect or Amazon Connect Specialty certification.Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect.Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations.Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics.Exposure to global, multi-region Connect deployments and General Resiliency patterns.Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync.Proficiency in Five9 reporting tools.Competitive Salary Fun work environment Growth Opportunities

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