Amazon Connect Developer

Specific Accountabilities

1.

Design and implement scalable and resilient solutions on Amazon Connect via infrastructure as code, contribute to large-scale projects, including system upgrades, platform migrations, and feature implementations.

Solutions for voice, chat, and task-based interactions.

2.

Architect, custom CCP, contact flows, IVRs, routing profiles and agent hierarchies.

3.

Develop and deploy custom contact flows and automation scripts.

Configure call routing, queues, and user permissions.

Optimize contact centre operations through data analysis and feedback loops.

4.

Implement real-time and historical reporting solutions using AWS analytics tools.

5.

Integrate Amazon Connect with third-party CRMs, ticketing systems, and workforce management tools.

Customize agent and customer experiences using APIs and SDKs.

6.

Leverage AI/ML tools (e.g., Amazon Lex for chatbots, Amazon Polly for text-to-speech) to enhance customer interactions.

7.

Analyse existing and new voice and data networks (as needed), Troubleshoot, maintain, upgrade and identify problem areas and solve issues in a proactive manner.

Monitor system performance to ensure high availability, security, and compliance of the contact centre infrastructure.

8.

Work closely with manager and stakeholders, including business analysts, developers, and operations teams, understand the assigned work, deliver on agreed dates and raise issues/risks in a timely manner in case of risk to project deliverables.

9.

Provide technical support and training to internal teams and end-users.

10.

Document system configurations, workflows, and best practices.

11.

Provide high-level operational support acting as escalation point for work stoppages.

12.

Follow Maximus implementation standards and Change control processes, understand business processes and develop unit and integration test scenario in accordance with system requirements and business process changes.

Qualifications & Experience

• Degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience.

• 4+ years of experience in cloud-based contact centre solutions (specifically Amazon Connect).

• Expert in AWS Services and Infrastructure as code.

• Strong scripting or programming skills (e.g., Python, JavaScript).

• Expert with DevOps practices and tools (e.g., CI/CD, CloudFormation, Terraform).

• Familiarity with AWS services: Amazon Connect, DynamoDB, Lambda, StepFunction, S3, Kinesis (data/video)(Stream/Firehose), EventBridge, CloudWatch, CloudTrail, CloudFormation, API Gateway, Amazon Lex, and CloudFront.

Individual Competencies:

• Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.

• Proactive, methodical and thorough approach to operations management.

• Excellent ability to communicate in both written and oral forms, to technical and non-technical a...