Job Description

Position Title: Senior Amazon Connect Engineer

Employment Time: Full-Time

Timings: 8:00 am- 5:00 pm CST (US Central Time)

About Cloudelligent

Cloudelligent is Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to startups and SMBs. 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.

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.

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.

Responsibilities

• 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.

Highly Desirable

• 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).