Amazon Connect Architect / Engineer
We are looking for an Amazon Connect Architect/Engineer with 3-5 years' experience to design, implement, and optimize Amazon Connect solutions for our Australian-based clients. The ideal candidate will have deep expertise in AWS services, contact center technologies, and cloud-based integrations to enhance customer experience and operational efficiency.
This role will start on a contract basis with a view to permanency in the future. It will mainly be on-call (24x7x365) for client support, with a reasonable monthly basic plus additional incentives for each callout. In addition, design and implementation tasks may be assigned during regular working hours.
Key Responsibilities:
- Provide L2/L3 support and liaise with AWS Support for issue resolution.
- Design and implement scalable Amazon Connect solutions integrated with AWS services (Lambda, Lex, DynamoDB, Kinesis).
- Develop advanced IVR workflows, AI-powered self-service, and real-time analytics.
- Ensure security compliance with standards like PCI DSS, GDPR, and ISO 27001.
- Automate deployments using Terraform, CloudFormation, or CDK.
- Develop documentation and conduct knowledge transfer sessions.
Required Skills & Experience:
Proven experience deploying & managing Amazon Connect.
Strong knowledge of AWS cloud services (Lambda, S3, API Gateway, IAM).
Experience with call routing, IVR design, and CRM integrations (Salesforce, ServiceNow).
Proficiency in Python, Node.js, or JavaScript for custom integrations (preferred).
Familiarity with CI/CD pipelines, DevOps, and Infrastructure-as-Code.
Preferred Qualifications:
- AWS Certifications (Solutions Architect, Developer, Machine Learning)
- Experience with AI-powered chatbots & sentiment analysis
- Knowledge of VoIP, SIP, and telephony concepts
We are looking for an Amazon Connect Architect/Engineer with 3-5 years' experience to design, implement, and optimize Amazon Connect solutions for our Australian-based clients. The ideal candidate will have deep expertise in AWS services, contact center technologies, and cloud-based integrations to enhance customer experience and operational efficiency.
This role will start on a contract basis with a view to permanency in the future. It will mainly be on-call (24x7x365) for client support, with a reasonable monthly basic plus additional incentives for each callout. In addition, design and implementation tasks may be assigned during regular working hours.
Key Responsibilities:
- Provide L2/L3 support and liaise with AWS Support for issue resolution.
- Design and implement scalable Amazon Connect solutions integrated with AWS services (Lambda, Lex, DynamoDB, Kinesis).
- Develop advanced IVR workflows, AI-powered self-service, and real-time analytics.
- Ensure security compliance with standards like PCI DSS, GDPR, and ISO 27001.
- Automate deployments using Terraform, CloudFormation, or CDK.
- Develop documentation and conduct knowledge transfer sessions.
Required Skills & Experience:
✔ Proven experience deploying & managing Amazon Connect.
✔ Strong knowledge of AWS cloud services (Lambda, S3, API Gateway, IAM).
✔ Experience with call routing, IVR design, and CRM integrations (Salesforce, ServiceNow).
✔ Proficiency in Python, Node.js, or JavaScript for custom integrations (preferred).
✔ Familiarity with CI/CD pipelines, DevOps, and Infrastructure-as-Code.
Preferred Qualifications:
- AWS Certifications (Solutions Architect, Developer, Machine Learning)
- Experience with AI-powered chatbots & sentiment analysis
- Knowledge of VoIP, SIP, and telephony concepts