AWS Connect Developer

• Design and maintain Amazon Connect contact flows, including contact attributes, queue routing, transfers, IVR branching and error-handling paths that preserve the caller experience
• Develop Python-based AWS Lambda functions that extend contact center capabilities, validate integration responses, manage timeouts and recover predictably from downstream failures
• Design and optimize DynamoDB tables, partition keys, sort keys and indexes for efficient contact center data storage and retrieval, minimizing hot partitions and throttling
• Build secure RESTful integrations using API Gateway and Lambda, including request validation, authentication, authorization, data transformation and predictable handling of external service failures
• Provision and maintain cloud infrastructure using Terraform, and manage GitLab CI/CD workflows for automated testing, reviewed changes and controlled environment promotion
• Implement least-privilege permissions, secure integration boundaries and controlled diagnostic logging to protect sensitive contact data
• Troubleshoot complex routing, latency and availability issues using CloudWatch diagnostics and contact center metrics, and implement reliability and performance improvements
• Document flow logic, integration contracts, deployment procedures and recovery steps, and provide technical guidance and mentorship for consistent implementation practices

• Bachelor’s degree
• 8-15 years of IT experience, including 3-4 years of cloud engineering experience and at least 4 years debugging Microsoft Windows or Linux operating systems in an administrative, support or engineering capacity
• Associate-level cloud service provider certification (AWS, Microsoft Azure, Oracle Cloud Infrastructure or Google Cloud)
• Hands-on experience with Amazon Connect configuration and administration, including advanced IVR design, contact attributes, queue routing, transfers and error-handling paths
• Proficiency developing Python-based AWS Lambda functions and RESTful API integrations, including event parsing, response validation, timeout management, authentication, authorization and downstream failure recovery
• Experience with DynamoDB data modeling, Terraform infrastructure provisioning and GitLab CI/CD workflows, with strong cloud scripting, documentation and cross-service troubleshooting skills
• US citizen

Preferred: AWS Certified Solutions Architect or Developer certification (professional-level cloud certification preferred); experience integrating Amazon Lex with Amazon Connect, including intent and slot handling, Lambda fulfillment and fallback paths; knowledge of Amazon Kinesis for real-time data streaming and contact center metrics and reporting; familiarity with contact center compliance requirements, telephony concepts and voice networking.