Amazon Connect Engineer

hace 5 días

Monterrey, Nuevo León, México One Park Financial A tiempo completo

We're looking for a hands-on Amazon Connect Engineer who can turn complex customer-service requirements into secure, scalable, AI-powered contact-center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative-AI self-service, and real-time analytics—to deliver best-in-class customer experiences.

Key Responsibilities

  • Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll-free numbers)
  • Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative-AI self-service
  • Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third-party CRMs (Salesforce)
  • Implement Contact Lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summaries
  • Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection
  • Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions)
  • Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimize KPIs such as AHT, SLA, CSAT
  • Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP security)
  • Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis

Requirements

  • 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect
  • Solid skills in at least one language (Python, , or Java)
  • Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch)
  • Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact-center metrics
  • Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations
  • Excellent communication and documentation skills; ability to translate business goals into technical roadmaps

Preferred Qualifications

  • AWS Solution Architect or Amazon Connect Specialty certification
  • Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect
  • Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations
  • Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics
  • Exposure to global, multi-region Connect deployments and Global Resiliency patterns
  • Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync
  • Proficiency in Five9 reporting tools

Benefits

  • Competitive Salary
  • Fun work environment
  • Growth Opportunities

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