Job Description

We are seeking an experienced Amazon Connect Developer to design, configure, and enhance cloud-based contact center solutions leveraging Amazon Connect, AWS Services, and Salesforce (Service Cloud / Salesforce Voice).

The ideal candidate will have hands-on expertise in building Contact Flows, Lambda integrations, telephony routing, call recording workflows, and two-way communication features with CRM systems.

This role will support initiatives such as inbound call flows, outbound dialing, screen pops, call dispositioning, recording storage, and SMS/e-mail automation integration

Key Responsibilities Amazon Connect Development

• Design, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).
• Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues.
• Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics.
• Implement call recordings, S3 storage, encryption policies, and retention settings.
• Develop Lambda functions for API-based integrations and dynamic routing logic.
• Configure Call Disposition / Wrap-Up codes and return values to external systems.

Integration (Core Requirement)

• Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud)
• Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls.
• Develop bidirectional data flows using:
  • AWS Lambda
  • Amazon Connect Streams API
  • Amazon EventBridge
  • Amazon SQS / SNS
• Work closely with CRM teams to ensure consistent logging of call activities and outcomes.

Contact Center Features

• Build solutions for:
  • Outbound click-to-call
  • Last-agent routing
  • Skill-based routing
  • Automated messaging on call outcome
  • Voicemail routing
  • Queue-based dashboards
• Implement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight.

Security & Compliance

• Apply IAM best practices (least privilege access).
• Secure S3 buckets, encryption, retention policies.
• Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).

Testing & Deployment

• Conduct functional and UAT testing.
• Implement CI/CD best practices using CloudFormation or IaC tools.
• Monitor deployments across multiple environments.

Amazon Connect Development

• Design, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).
• Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues.
• Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics.
• Implement call recordings, S3 storage, encryption policies, and retention settings.
• Develop Lambda functions for API-based integrations and dynamic routing logic.
• Configure Call Disposition / Wrap-Up codes and return values to external systems.

Integration (Core Requirement)

• Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud)
• Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls.
• Develop bidirectional data flows using:
  • AWS Lambda
  • Amazon Connect Streams API
  • Amazon EventBridge
  • Amazon SQS / SNS
• Work closely with CRM teams to ensure consistent logging of call activities and outcomes.

Contact Center Features

• Build solutions for:
  • Outbound click-to-call
  • Last-agent routing
  • Skill-based routing
  • Automated messaging on call outcome
  • Voicemail routing
  • Queue-based dashboards
• Implement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight.

Security & Compliance

• Apply IAM best practices (least privilege access).
• Secure S3 buckets, encryption, retention policies.
• Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).

Testing & Deployment

• Conduct functional and UAT testing.
• Implement CI/CD best practices using CloudFormation or IaC tools.
• Monitor deployments across multiple environments.

Required Skills & Experience Technical Skills

• Strong hands-on experience in Amazon Connect (REQUIRED).
• Proficiency in AWS services:
  • AWS Lambda
  • Amazon S3
  • Amazon DynamoDB
  • Amazon CloudWatch
  • IAM
  • SNS / SQS
  • API Gateway
• Experience integrating with Salesforce Voice, Service Cloud, or other CRMs.
• Strong JavaScript or Python development skillset (for Lambda).
• Familiarity with JSON, REST APIs, and secure integrations.
• Experience in telephony concepts:
  • SIP
  • Call flows
  • ANI, DNIS
  • Short-code / long-code routing
  • Recording retention

Soft Skills

• Strong communication and documentation skills.
• Ability to work with cross-functional teams (CRM, Marketing Cloud, Telephony, Networking).
• Analytical problem-solving skills with attention to detail.

Ability to manage priorities in a fast-paced environment

Preferred / Good-to-Have

• Experience with Salesforce Voice or Amazon Connect CTI Adapter
• Knowledge of Amazon Lex, Polly, Kinesis, or QuickSight
• Experience in Education sector or CRM-driven contact center solutions.
• Salesforce Admin or AWS Associate certification (nice to have).