AWS Connect Developer

Overview

The AWS Connect Developer / Engineer will be responsible for the end-to-end development and deployment of our AWS Connect contact center solution. This includes designing and configuring IVR flows, integrating AI-powered bots, and ensuring seamless integration with existing systems. The ideal candidate will have a strong background in AWS services, contact center technologies, and a commitment to delivering high-quality customer service solutions.

This is a temporary position expected to last 6 to 8 months during the development and post-implementation phases.

• Bachelor’s degree in computer science, Information Technology, or related field.
• 3+ years of experience working with AWS services, particularly AWS Connect.
• Applicant must reside within continental
  
  United States
• US Citizenship required
• Strong knowledge of IVR systems, contact center operations, and customer service solutions.
• Service Now experience
• Experience with AI technologies
• Excellent problem-solving skills and ability to troubleshoot complex issues.
• Strong communication skills and ability to work both independently and as part of a team.
• Ability to pass all pre-hire requirements including background investigation and drug screen

Preferred Qualifications:

• AWS Certified Solutions Architect or AWS Certified Developer certification.
• Experience with other AWS services such as S3, Dynamo
  
  DB, Cloud Formation, etc.
• Knowledge of additional programming languages such as Python, Node.js, or Java.
• Experience with contact center analytics and reporting tools.

• Design, develop, and implement AWS Connect architecture for the contact center based on best practices
• Create and configure IVR flows to enhance customer interactions
• Integrate AI-powered bots to handle common customer inquiries
• Ensure integration with Service Now and other backend services
• Seamlessly migrate infrastructure from existing vendors to AWS Connect
• Customize AWS Connect user interface and routing logic to meet business requirements
• Implement contact flows, queues, routing profiles, and other AWS Connect features
• Thoroughly test all components of the contact center solution
• Troubleshoot and resolve any issues or performance bottlenecks
• Optimize system performance and customer experience
• Monitor the performance and usage of the contact center solution
• Implement necessary updates and improvements
• Provide ongoing support and maintenance to ensure the system’s reliability and efficiency
• Create comprehensive documentation for the contact center solution
• Crosstrain internal teams on the use and maintenance of AWS Connect