What are the responsibilities and job description for the AWS Connect Engineer position at Soni?
Our client is at the forefront of innovation in cloud solutions, delivering transformative results for some of the world's largest healthcare organizations and is seeking an AWS Connect Engineer to join our Emerging Solutions team, combining technical expertise and hands-on implementation to design, optimize, and support cutting-edge contact center solutions.
Key Responsibilities:
Key Responsibilities:
- Lead the technical implementation of AWS Connect contact center solutions, including IVR flows, contact flows, and integrations with AWS services.
- Design and develop custom solutions utilizing AWS Lambda, Amazon Lex, and other AWS technologies.
- Configure and manage contact center routing strategies, queue management, and reporting tools.
- Integrate AWS Connect with external systems such as CRM platforms (e.g., Salesforce, ServiceNow) and third-party APIs.
- Implement robust security controls and ensure compliance with data protection regulations.
- Provide technical mentorship and guidance to junior team members.
- Develop and maintain technical documentation and standard operating procedures (SOPs).
- 4 years of experience implementing contact center solutions.
- Proven expertise with AWS Connect and related AWS services.
- Demonstrated success in designing and deploying contact center solutions.
- Experience with contact flow design and IVR development.
- Proficiency in programming languages such as Python, Node.js, or Java.
- AWS Certification (e.g., Solutions Architect Associate or higher).
- Experience integrating RESTful APIs and web services.
- Strong knowledge of telephony concepts and contact center metrics.
- AWS Advanced Networking Specialty or Contact Center Intelligence certification.
- Hands-on experience with Amazon Lex, Amazon Polly, or other AI/ML services.
- Familiarity with WebRTC and real-time communication technologies.
- Knowledge of CRM platforms like Salesforce, ServiceNow, or equivalent.
- Experience in telecommunications or customer service operations.
- Proficiency in agile development methodologies.
- Expertise in contact center analytics and reporting tools.
- Exceptional problem-solving and analytical skills.
- Strong written and verbal communication abilities.
- Ability to work collaboratively across cross-functional teams.
- Customer-centric mindset with meticulous attention to detail.
- Demonstrated capability to manage multiple priorities in a dynamic, fast-paced environment.
