AWS Connect Engineer

We are looking for a skilled AWS Connect Engineer to join our team and support our cloud contact center infrastructure. In this role, you will be responsible for designing, deploying, and maintaining AWS Connect solutions to ensure optimal performance and reliability for our organization’s customer support operations.

Responsibilities:

Scalable Cloud Solutions: Design, architect and deploy cloud-based solutions using services like AWS Connect, EKS, EC2, ALBs, IAM Policies, Lambda & KMS that enable secure, reliable, scalable, and highly available business solutions including call routing, IVR (Interactive Voice Response) systems, live chat, and CRM (Customer Relationship Management) integrations.

Deployment and Automation: Build CI/CD solution for fully automated build & deployment of enterprise applications using tools like BuildKite, Terraform, GIT.

Monitoring & Incident Response: Handle day-to-day operational tasks such as building alerting, monitoring, and troubleshooting capabilities to respond to Production bugs and incidents using tools like Datadog, and AWS Cloudwatch.Manage the cloud infrastructure and services to ensure high performance, resilience, and uptime.

Documentation and Training: Create and maintain technical documentation and provide training to team members on infrastructure best practices and new technologies.

Security Implementation: Conduct regular audits and assessments of the AWS Connect environment to ensure compliance with security and regulatory standards.  Implement and enforce security best practices, access controls, and compliance requirements to ensure a secure cloud environment.

Cost Optimization: Optimize AWS infrastructure costs by identifying areas of inefficiency, recommending cost-saving measures, and implementing them.

Performance Optimization: Analyze the performance of AWS services and applications, identify bottlenecks, and work on optimizations to enhance system performance to maximize CPU and Memory usage.

Team Engagement: Collaborate with cross-functional teams, including business stakeholders, developers, IT operations, Privacy, and Security to gather requirements, provide technical expertise, and implement solutions that align with business objectives and meet our non-functional requirements.

1. Bachelor’s degree in computer science, engineering, or a related field.

1. Minimum of 3 years of experience as an AWS solutions architect, AWS Connect engineer, or similar role, with a focus on cloud contact center solutions.

1. Strong knowledge of AWS Connect architecture, functionalities, and integration capabilities.

1. Experience in designing and implementing complex call routing strategies, IVR systems, and CRM integrations using AWS Connect.

1. Proficient in AWS services such as Lambda, DynamoDB, Kinesis, S3, and IAM. Working experience with dockerized deployments and kubernetes. 

1. Familiarity with programming languages such as GoLang for developing AWS Connect APIs and integrations.

1. Solid understanding of networking concepts, security protocols, and performance optimization techniques for cloud-based contact center environments.

1. Excellent problem-solving and troubleshooting skills, with the ability to analyze and resolve complex technical issues in a timely manner.

1. Strong communication and collaboration skills to work effectively with cross-functional teams and stakeholders.

1. AWS certifications, such as AWS Certified Solutions Architect – Associate or AWS Certified Advanced Networking – Specialty, are a plus.