Amazon Connect Developer

Your responsibilities:

• Translate business requirements into technical AWS Connect contact centre solutions
• Design complex IVR workflows, dynamic routing, skill-based queues, and agent hierarchies
• Configure routing profiles, hours of operation, fallback & failover strategies
• Develop and configure contact flows, routing logic, and agent experiences
• Build backend integrations using AWS Lambda, API Gateway, S3
• Integrate Amazon Connect with CRM systems (Salesforce/ServiceNow), external APIs, and enterprise platforms
• Lead migration from legacy platforms (e.g., Avaya) to Amazon Connect
• Optimize call routing performance, system resilience, and availability
• Support production releases, testing, and stabilization phases

Your Profile

Essential skills/knowledge/experience:

• Strong expertise in Amazon Connect (IVR, call flows, routing profiles)
• Strong expertise in AWS services like Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch
• Ability to design and implement end-to-end integration between Amazon Connect and Salesforce Service Cloud Voice, including CTI enablement
• Strong expertise in Lambda development (Python)
• Strong experience in Amazon connect components (Agent, Queue, reports configurations)
• Strong understanding of Contact center operations (ACD, IVR, CTI, routing)
• Strong understanding of CCaaS platforms and customer experience solutions
• Strong Experience with Telephony and customer journey design
• Experience in Migration programs (Avaya → Amazon Connect), CI/CD, IaC (Terraform/CloudFormation)