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Amazon Connect Engineer
The Amazon Connect Engineer will play a key role in delivering and supporting innovative solutions centred around AWS and Amazon Connect. You will enable a seamless customer experience across our voice and digital channels, as well as empowering our colleagues by providing cutting-edge tools that enhance their expertise and deliver excellence.
This role requires practical experience of AWS fundamentals as well as Amazon Connect and 3rd party integrations. In this collaborative role, you'll partner with operational stakeholders, testers, tech leads, product teams and other engineers.
Key Responsibilities
· Build and customize the customer and colleague experience using Connect flows, queues and routing profiles based on best practice guidance.
· Develop and maintain seamless conversational interfaces across voice and digital channels using Amazon Lex.
· Integrate Amazon Connect with AWS Lambda, Lex, DynamoDB, S3, Kinesis API Gateway, and other AWS services.
· Ensure the safe delivery of scalable, performant and efficient solutions using CI/CD pipelines.
· Monitor and troubleshoot solutions using tools such as Dynatrace and Amazon CloudWatch.
· Deliver real-time and historical reporting insights using features such as Contact Lens.
· Update technical documentation to reflect current state.
· Foster team growth by sharing technical expertise and lessons learned.
The must haves
To be considered, you must have the following experience:
· Previous experience developing and supporting solutions using Amazon Connect/Lex or other cloud-based contact centre technologies.
· Proven experience building integrations between Amazon Connect and 3rd parties using AWS Lambda.
· Proficient with programming languages such as JavaScript, Node.js, TypeScript or Python.
· Hands-on experience with Infrastructure as Code tooling such as Terraform and AWS CloudFormation along with CI/CD and DevOps best practices.
· Experience of versioning and source control (Git), preferably using GitLab.
· You will have working knowledge of cloud platforms such as AWS (IAM, KMS, Serverless, VPC).
· Solid understanding of RESTful APIs and JSON.
· Experience of creating monitoring dashboards with thresholds and troubleshooting technical issues using metrics, logs and call quality reports.
· An understanding of real-time voice and video over IP communication using WebRTC technologies.
The other stuff we are looking for
We’d also love you to bring:
· Experience of data engineering (ETL) using sources such as conversational analytics, agent and contact events.
· Knowledge of data security best practices, including encryption, access control, and key management.
· An understanding of real-time voice and video over IP communication using WebRTC technologies.
· Experience of GenAI-powered contact centre solutions, including conversational bots and agent assistance tools.
hackajob is partnering with Virgin Media O2 X giffgaff to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.