Senior AWS Contact Center Engineer

• Design, configure, and deploy Amazon Connect contact center solutions.
• Integrate Amazon Bedrock for GenAI-powered virtual agents, agent assist, call summarization, and knowledge retrieval.
• Develop and integrate contact flows, IVR, chat, voice, and omnichannel solutions.
• Build integrations with AWS services such as Lambda, Lex, S3, DynamoDB, API Gateway, and CloudWatch.
• Configure security, IAM roles, encryption, monitoring, and operational best practices.
• Collaborate with business and technical teams to gather requirements and implement solutions.

The organization is seeking an AWS Contact Center Foundation Engineer with hands-on experience in designing and implementing cloud-based contact center solutions using Amazon Connect and Amazon Bedrock. The ideal candidate should have experience integrating AI capabilities, building conversational experiences, and implementing scalable, secure contact center architectures on AWS. Must have skills:

• Hands-on experience with Amazon Connect implementation and administration.
• Experience with Amazon Bedrock and Generative AI use cases.
• Strong knowledge of AWS Lambda, API Gateway, IAM, CloudWatch, S3, DynamoDB, and EventBridge.

Preferred skills:

• Experience integrating CRM/ITSM platforms (e.g., Salesforce, ServiceNow) is preferred.
• Knowledge of contact center concepts such as IVR, routing, CTI, call recording, and agent desktop.
• Proficiency in Python, Node.js, or Java for serverless development., * The candidate should have 5+ years of experience in AWS cloud technologies.
• Familiarity with Infrastructure as Code (CloudFormation/CDK/Terraform) is a plus.