Description:
As an Amazon Connect Implementation Engineer, you will be responsible for the design, deployment, configuration, and ongoing support of Amazon Connect cloud contact centre environments. You will collaborate closely with business stakeholders, solution architects, and development teams to build high-performing, reliable customer engagement platforms.
Key Responsibilities
- Design and implement Amazon Connect solutions across voice, chat, and omnichannel environments.
- Configure call flows, IVR, contact routing, Lambda functions, and third-party integrations.
- Translate business requirements into functional, scalable Amazon Connect and AWS-based solutions.
- Configure and integrate AWS services including Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, and API Gateway.
- Manage integrations with CRMs, WFM systems, analytics platforms, and other enterprise applications.
- Monitor system performance, troubleshoot technical issues, and implement optimisations.
- Produce and maintain technical documentation, SOPs, and knowledge articles.
Key Skills & Experience
- Strong knowledge of AWS services: Lambda, S3, IAM, CloudWatch, CloudFormation, DynamoDB, API Gateway, etc.
- Experience with scripting/programming languages such as JavaScript/Node.js, Python, JSON/YAML, SQL.
- Familiarity with DevOps/CI-CD tools (Git, CodePipeline, Jenkins or similar).
- Hands-on experience building Amazon Connect contact flows, queues, routing profiles, and prompts.
- Experience with Lex, Polly, CTI/CRM integrations, and SAML-based authentication.
- Understanding of contact centre operations and ITIL/ITSM frameworks.
- Strong communication and stakeholder management skills.
- AWS Certification (e.g., AWS Certified Solutions Architect – Associate/Professional).
- Degree or Diploma in Computer Science, Information Systems, or related field.
- Previous experience implementing Contact Centre solutions.
- Direct experience with Amazon Connect implementations is highly desirable.
Nice to Have
- Additional AWS certifications (Cloud Practitioner, Solutions Architect, Developer).
- Exposure to large-scale enterprise or public sector environments.