Note: The job is a remote job and is open to candidates in USA. 5K C&T Services is hiring an experienced Amazon Connect Engineer to support one of their enterprise clients. The role involves designing, developing, and optimizing Amazon Connect solutions while integrating AWS services to enhance contact center capabilities and improve customer engagement.
Responsibilities
- Design, develop, and maintain Amazon Connect contact flows and routing strategies
- Configure queues, routing profiles, and user management within Amazon Connect
- Analyze Contact Trace Records (CTR) to troubleshoot call flows and improve customer experiences
- Customize the Amazon Connect Contact Control Panel (CCP) using the Amazon Connect Streams API
- Develop serverless applications using AWS Lambda and integrate services through API Gateway
- Design and support integrations with enterprise applications using REST APIs
- Build scalable cloud-native solutions utilizing AWS services and event-driven architecture
- Monitor application performance using Amazon CloudWatch and implement proactive monitoring
- Develop custom agent desktop enhancements using modern JavaScript frameworks
- Create reporting dashboards and analytics using Amazon Connect reporting tools and business intelligence platforms
- Collaborate with cross-functional teams including architects, developers, QA engineers, and business stakeholders
- Recommend best practices for security, scalability, automation, and performance optimization
Skills
- 5–6 years of hands-on experience with Amazon Connect
- Strong experience designing and building: Contact Flows, Routing Strategies, Queue Management, Contact Trace Record (CTR) Analysis
- Experience customizing the Contact Control Panel (CCP) using Amazon Connect Streams API
- Strong working knowledge of: AWS Lambda, API Gateway, DynamoDB, Amazon RDS, Amazon S3, Amazon CloudWatch, Serverless architecture, Event-driven application design
- Strong JavaScript and Node.js development experience
- Python experience preferred
- Experience developing and consuming REST APIs
- Strong SQL and NoSQL database experience
- Experience integrating cloud applications with enterprise systems
- Experience with: Amazon Connect reporting, Amazon QuickSight, Microsoft Power BI, Tableau, Contact center KPIs and operational analytics
- Experience with one or more: React, Angular, Similar JavaScript frameworks
- Additional experience with: Custom agent desktop development, User interface design, Accessibility and usability best practices
- Experience with one or more enterprise contact center platforms: Genesys, Cisco UCCE/UCCX, NICE, Avaya, Five9
- Strong understanding of: IVR design, Automatic Call Distribution (ACD), Workforce Management (WFM), Omnichannel customer engagement (Voice, Chat, Email)
- AWS Certified Solutions Architect
- AWS Certified Developer
- Additional AWS certifications are a plus
- Experience supporting enterprise-scale cloud contact center implementations
- Strong analytical and troubleshooting skills
- Excellent communication and collaboration abilities
Benefits
- Full-Time Contractor (1099 or Corp-to-Corp)
- Remote (U.S. Preferred)
- Competitive contractor compensation
- Fully remote work environment
- Opportunity to work with modern AWS technologies and enterprise contact center platforms
- Long-term project with a collaborative engineering team
Company Overview