AWS Connect Engineer – Cloud Contact Center Consultant

About the role

We are looking for an experienced AWS Connect Engineer to design, develop, configure, and support cloud‑based contact centre solutions on Amazon Connect. You will work closely with business stakeholders, solution architects and implementation teams to deliver secure, scalable, enterprise‑grade contact‑centre experiences.

Key responsibilities

• Design, build, test and deploy Amazon Connect contact flows for inbound voice, outbound campaigns, IVR, authentication, callbacks and multi‑language journeys.
• Configure queues, routing profiles, security profiles, users, hours of operation, quick connects and prompts.
• Create and maintain Amazon Connect Data Tables, enabling lookup‑based routing and dynamic data retrieval.
• Develop and maintain AWS Lambda functions (Python, Node.js, Java) to integrate Amazon Connect with CRM, core banking, payment gateways and external REST/SOA APIs.
• Manage IAM roles and permissions for Lambda integrations and ensure data security and governance.
• Configure Amazon Connect Contact Lens for conversation analytics, sentiment analysis, compliance monitoring and agent performance insights.
• Set up reporting and analytics using Amazon Connect reporting tools, QuickSight, AWS Glue and Athena, delivering real‑time dashboards and historical reports.
• Troubleshoot call routing, optimise performance and provide ongoing support for the contact‑centre platform.

Required profile

• Hands‑on experience building end‑to‑end Amazon Connect solutions.
• Strong collaboration skills to work with product owners, architects and business teams.
• Ability to design secure, scalable cloud architectures and ensure data consistency.
• Experience delivering analytics and quality monitoring in contact‑centre environments.

Required skills

• AWS Connect / Amazon Connect
• AWS Lambda
• Python
• Node.js
• Java
• IAM (Identity and Access Management)
• REST / SOAP APIs
• CRM integration
• Core banking system integration
• Payment gateway integration
• Amazon Connect Data Tables
• Amazon Connect Contact Lens
• Amazon QuickSight
• AWS Glue
• AWS Athena