What are the responsibilities and job description for the Senior Engineer in Amazon Connect and AWS position at Enexus Global?
Job Details
Job Title: Senior Engineer in Amazon Connect and AWS
Location: Plano, TX / Wilmington, DE / Jersey City, NJ
C2C / W2 and 1099 contract
Experience-12 Years
Job Summary
We are seeking a highly skilled and experienced Senior Engineer in Amazon Connect and AWS to join our dynamic team and assist in migrating from a legacy contact center system to Amazon Connect. This role involves the assessment, design, development, and implementation of complex contact center solutions using the Amazon Connect platform. You will collaborate closely with cross-functional teams, including product, engineering, and operations, to deliver high-quality, innovative, secure, and scalable solutions in a hyper-growth environment.
Key Responsibilities
- Contact Center Solution Development:Design, develop, and implement complex contact center solutions using Amazon Connect, including IVR/contact flows, queues, agents, and integrations.Configure and manage Amazon Connect features, such as voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
- Integrations:Develop and implement custom integrations with CRM systems (e.g., Salesforce, ServiceNow), ERP systems, Alert & Monitoring systems, and other business applications.
- Optimization:Analyze call flow data to identify bottlenecks, optimize contact center performance, reduce call handling times, and improve customer satisfaction.
- Technical Support:Provide technical support, troubleshoot, and resolve issues related to Amazon Connect and its integrations.
- Technology Awareness:Stay up-to-date on advancements in contact center technology and Amazon Connect features.
Job Qualifications
Amazon Connect Expertise:
- Deep understanding of Amazon Connect core features, including Contact Lens.
- Proven experience designing and implementing complex contact flows with advanced routing logic, speech recognition, and text-to-speech (AWS Lex bots, Polly).
- Strong knowledge of Amazon Connect integration capabilities with AWS services (Lambda, SQS, SNS, etc.).
- Experience with Amazon Connect APIs and SDKs.
AWS Experience:
- Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, DynamoDB, etc.
- Familiarity with AWS security best practices.
CRM & 3rd Party Integrations:
- Proven experience integrating Amazon Connect with CRM systems (e.g., Salesforce, ServiceNow).
- Knowledge of CRM APIs and data models.
- Experience with WFM systems like Verint (preferred).
Technical Skills:
- Strong programming skills in Java and Spring Boot.
- Experience with SQL and NoSQL databases (AWS RDS, DynamoDB, Aurora).
- Agile experience (Jira).
- Expertise in DevOps practices and CI/CD tools (Terraform, Jenkins, Spinnaker, Git).
- Knowledge of security protocols (Active Directory, IAM, SAML, SSO) aligned with regulatory requirements (PCI DSS, PII, HIPAA, GDPR).
- Good understanding of networking concepts and protocols, particularly in a telephony environment.
Other Qualifications:
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
Required Experience
- 5 years of experience in Contact Center technologies and Cloud Architecture.
- 5 years of hands-on experience with Amazon Connect and AWS.
- 2 years of experience with Terraform.
Nice-to-Have Skills
- Experience with Genesys On-Premises Contact Center Systems.
- Experience with contact center migrations and cloud migrations.
- Familiarity with AI/ML technologies (AWS Transcribe, Bedrock, Comprehend, SageMaker).
- Related AWS certifications.
Required Education
- Bachelor's degree in Computer Science, Information Systems, or equivalent education/work experience.
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