Role Summary
We are looking for an experienced AWS Connect Engineer with strong expertise in Amazon Connect, cloud contact center technologies, and voice communication systems. You will be responsible for designing, developing, and optimizing voice-first customer engagement solutions using Amazon Connect and the AWS ecosystem. In this role, you will work on building customer interaction workflows, managing contact center configurations, developing custom agent desktop experiences, and integrating Amazon Connect with backend services and enterprise applications. Experience working with telephony systems, IVR workflows, routing strategies, contact center reporting, and cloud-native application development is highly preferred. Exposure to customer experience platforms and enterprise contact center operations will be a strong advantage.
Key Responsibilities
Design, develop, and optimize voice-first customer engagement solutions using Amazon Connect and AWS cloud services.
Build and manage Amazon Connect contact flows, routing strategies, queues, prompts, routing profiles, and customer interaction workflows.
Develop and customize Amazon Connect Contact Control Panel (CCP) and agent desktop experiences using Amazon Connect Streams API.
Develop scalable backend services and REST APIs to integrate Amazon Connect with enterprise applications, CRM systems, and third-party platforms.
Work with Contact Trace Records (CTR), operational reports, and customer interaction analytics to troubleshoot issues and optimize contact center performance.
Develop serverless applications using AWS services such as Lambda, API Gateway, DynamoDB, Amazon RDS, Amazon S3, and CloudWatch.
Collaborate with product managers, senior engineers, QA teams, and customer stakeholders to design and implement scalable cloud contact center solutions.
Assist in deployment, testing, troubleshooting, monitoring, and optimization of Amazon Connect solutions and supporting AWS services.
Work closely with customers and internal teams to gather feedback, refine customer journeys, and enhance customer experience.
Document contact flows, solution designs, API integrations, deployment procedures, and operational configurations.
Contribute to continuous improvements in engineering standards, platform performance, security, and operational excellence.
Required Skills & Qualifications
5–6 years of hands-on experience working with Amazon Connect and cloud contact center solutions.
Strong expertise in Amazon Connect contact flow development, scripting, routing strategies, queue management, and customer interaction workflows.
Experience working with Contact Trace Records (CTR) for troubleshooting, reporting, and operational analysis.
Hands-on experience with Amazon Connect Streams API and Contact Control Panel (CCP) customization.
Strong understanding of AWS services including AWS Lambda, API Gateway, DynamoDB, Amazon RDS, Amazon S3, and CloudWatch.
Experience designing and developing serverless applications using AWS services and event-driven architectures.
Strong programming skills using JavaScript / Node.js. Experience with Python will be an added advantage.
Experience developing and consuming RESTful APIs and integrating Amazon Connect with enterprise applications and third-party systems.
Strong understanding of SQL and NoSQL databases, including database design, query optimization, and data integration.
Experience working with Amazon Connect reporting and business intelligence tools such as Amazon QuickSight, Power BI, or Tableau.
Knowledge of contact center metrics, operational reporting, dashboards, and customer experience analytics.
Experience developing web applications using React, Angular, or similar frameworks, including custom agent desktop development.
Strong understanding of usability, accessibility, and responsive user interface design principles.
Experience working with enterprise contact center platforms such as Amazon Connect, Genesys, Cisco UCCE/UCCX, NICE, Avaya, or Five9 will be an added advantage.
Good understanding of IVR systems, Automatic Call Distribution (ACD), workforce management, and omnichannel customer interactions including voice, chat, and email.
AWS Certified Developer or AWS Certified Solutions Architect certification will be an advantage.
Experience in customer-facing roles, with strong communication, collaboration, analytical, and problem-solving skills.
Bachelor's degree in Computer Science, Information Technology, Electronics & Communication Engineering, or equivalent practical experience.
About Aumne AI
Aumne.ai is a next-generation AI company focused on solving complex challenges in customer experience and AI transformation, building intelligent systems that are deeply intuitive, flexible, and easy to integrate. Learn more about us →
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