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Senior Amazon Connect Engineer

cloudelligent

Senior Amazon Connect Engineer Employment Time: Full-Time Timings: 8:00 am- 5:00 pm CST (US Central Time) Location: Remote, India About Cloudelligent Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to startups and SMBs.

Job Objective As a Senior Amazon Connect Engineer at Cloudelligent, you will design, implement, and optimize cloud-based contact center solutions using Amazon Connect and the broader AWS ecosystem. You will work closely with customers, solution architects, and cross-functional teams to deliver scalable, secure, and AI-powered customer engagement solutions.

About cloudelligent

  • Being a next-gen cloud service provider, Cloudelligent helps businesses to make the most out of their cloud investment.
  • We have an international footprint with a diverse team of domain experts, and we are customer obsessed.

Responsibilities

  • This role requires strong expertise in Amazon Connect, AWS serverless technologies, system integrations, and contact center best practices.
  • You will also contribute to solution design, technical workshops, and go-to-market (GTM) initiatives while helping customers modernize their contact center environments.
  • Design, implement, and support enterprise-scale Amazon Connect solutions.
  • Configure and customize Amazon Connect components, including Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, and Agent Workspaces.
  • Develop serverless applications using AWS Lambda, API Gateway, Step Functions, DynamoDB, Amazon S3, and EventBridge to extend Amazon Connect functionality.
  • Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise platforms using REST APIs and AWS services.
  • Implement conversational AI solutions using Amazon Lex and Amazon Bedrock to enhance self-service and customer experiences.
  • Configure Contact Lens, call recording, transcription, analytics, and reporting capabilities.
  • Troubleshoot and optimize Amazon Connect deployments for performance, reliability, scalability, and security.
  • Collaborate with customers and internal teams to gather requirements and translate business needs into technical solutions.
  • Participate in architecture discussions, solution design, technical workshops, and customer demonstrations.
  • Support go-to-market (GTM) initiatives by contributing to solution development, technical proposals, and proof-of-concepts.
  • Stay current with the latest Amazon Connect features, AWS services, and contact center technologies.

Requirements

  • Bachelor’s or Master’s degree in Computer Science, AI, Machine Learning, or a related field.
  • 5+ years of experience in cloud architecture and implementation.
  • 3+ years of Amazon Connect experience.
  • 3+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or any Bot Service) at enterprise scale in a contact center environment.
  • 3+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or any Bot Service) at enterprise scale in a contact center environment 3+ years hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (e.g., Genesys, Amazon Connect, Five9) Strong experience configuring Amazon Connect, including Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspace.
  • Experience with AWS services including AWS Lambda, API Gateway, Amazon S3, DynamoDB, Step Functions, IAM, and CloudWatch.
  • Proficiency in Python for automation, integrations, and serverless development.
  • Experience integrating Amazon Connect with enterprise applications using REST APIs.
  • Knowledge of contact center technologies and concepts, including IVR, ACD, call routing, customer experience, and workforce optimization.
  • Experience implementing conversational AI solutions using Amazon Lex and/or Amazon Bedrock.
  • Familiarity with Infrastructure as Code (CloudFormation or Terraform).
  • Excellent communication skills with the ability to collaborate effectively with technical and business stakeholders.

Preferred

  • Knowledge of CI/CD pipelines and DevOps practices for AWS environments.
  • Experience supporting solution architecture, proof-of-concepts, customer workshops, and pre-sales activities.
  • Relevant certifications (e.g., AWS Certified Generative AI Developer- Professional, AWS Certified Machine Learning – Associate, AWS Certified AI Practitioner).