Position Summary: We are seeking a skilled and proactive AWS Connect Engineer to design, implement, and support cloud-based contact center solutions using Amazon Connect. The ideal candidate will have hands-on experience in building scalable, secure, and highly available voice and chat solutions leveraging AWS services. You will work closely with cross-functional teams, including developers, infrastructure engineers, and business stakeholders, to deliver world-class customer experiences. Key Responsibilities: • Design, configure, and deploy Amazon Connect solutions tailored to business requirements. • Integrate Amazon Connect with third-party systems (e.g., CRM, ticketing platforms, WFM systems). • Develop contact flows, IVR, and call routing logic using AWS Lambda, Lex, S3, and other related services. • Implement and optimize chatbots and voice bots using Amazon Lex and Contact Lens. • Ensure high availability, security, and scalability of the contact center platform. • Monitor and troubleshoot issues in real-time, providing ongoing support and maintenance. • Automate deployment and configuration using Infrastructure as Code (e.g., CloudFormation, Terraform). • Collaborate with QA and DevOps teams to ensure CI/CD integration and testing best practices. • Provide documentation and training for internal support teams and end users. Required Qualifications: • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). • 3+ years of experience in cloud engineering, with at least 1-2 years hands-on with Amazon Connect. • Strong understanding of AWS services (Lambda, DynamoDB, S3, CloudWatch, IAM, API Gateway, etc.). • Experience in VoIP/SIP, contact center operations, and telephony concepts. • Proficiency in scripting or programming (Python, Node.js, or similar). • Experience with AWS CLI, CloudFormation, or Terraform. • Familiarity with chatbot frameworks, natural language processing (NLP), and Amazon Lex. • Strong problem-solving skills and the ability to work independently or within a team. • Excellent communication and documentation abilities. Preferred Qualifications: • AWS Certification (e.g., AWS Certified Developer, Solutions Architect, or Machine Learning - Specialty). • Experience with CRM integrations (e.g., Salesforce, Zendesk, ServiceNow). • Familiarity with Contact Lens for Amazon Connect, Kinesis, or Amazon Transcribe. • Experience in enterprise-level contact center migrations to the cloud.