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Amazon Connect Consultant/SME

Expert In Recruitment Solutions

  • Melbourne, FL
  • 3 days ago
  • Remote

    Highlights

    Job Description: Design, build, configure, and support Amazon Connect solutions, including contact flows, routing profiles, queues, IVR, callbacks, Estimated Wait Time, Agent Workspace, Contact Lens, and global resiliency capabilities. Build serverless applications and integration components using AWS Lambda, API Gateway, S3, Kinesis, EventBridge, DynamoDB, Athena, CloudWatch, and related AWS services.

    Numbers & Facts

    LocationMelbourne, FL (
    Remote
    )

    Description

    Position: Amazon Connect Consultant/SME
    Location: Remote EST/CST
    Length: 12+ month
    Interview: Video
    Shift: Remote

    Job Description:
    • Design, build, configure, and support Amazon Connect solutions, including contact flows, routing profiles, queues, IVR, callbacks, Estimated Wait Time, Agent Workspace, Contact Lens, and global resiliency capabilities.
    • Develop and maintain integrations between Amazon Connect and ServiceNow, CRM platforms, workforce management vendors, and other enterprise business systems.
    • Build serverless applications and integration components using AWS Lambda, API Gateway, S3, Kinesis, EventBridge, DynamoDB, Athena, CloudWatch, and related AWS services.
    • Develop and maintain software using Python, Java, JavaScript, React, SQL, REST/HTTP APIs, and other relevant technologies.
    • Create and maintain Infrastructure as Code using AWS CloudFormation and, where appropriate, Terraform or equivalent technologies.
    • Configure monitoring, logging, alerting, and operational visibility for contact center services and supporting AWS components.
    • Troubleshoot incidents and defects, perform root-cause analysis, and drive problem management and service improvement activities.
    • Implement appropriate security, access control, resilience, backup, disaster recovery, and compliance requirements.
    • Produce and maintain solution designs, configuration records, operating procedures, support documentation, and engineering standards.
    • Collaborate with architects, delivery teams, vendors, and customer stakeholders during assessments, proofs of concept, transitions, deployments, and production support.
    • Identify opportunities to improve reliability, performance, customer experience, agent experience, automation, and cost efficiency.
    • Stay current with Amazon Connect, AWS services, contact center technologies, and relevant engineering practices.

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