Offer summary

Qualifications:

3+ years of experience with Amazon Connect and cloud contact center engineering., Strong understanding of AWS services including Lambda, Lex, and CloudWatch., Proficiency in JavaScript, Python, or Node.js for Lambda function development., Strong problem-solving and communication skills. .

Key responsibilities:

Design, develop, and maintain Amazon Connect contact center solutions including call flows and IVRs.

Integrate Amazon Connect with other AWS services and external CRMs.

Monitor, troubleshoot, and improve contact center performance using analytics tools.

Implement CI/CD pipelines and ensure compliance with security standards.

Job description

Consultant

Primary Skills

AWS Elastic Beanstalk, AWS Lambda, Amazon CloudFront, Amazon API Gateway, AWS Step Function

Specialization

AWS Development: Senior Software Development Engineer

Job requirements

Job Summary:

· We are seeking an experienced AWS Connect Engineer to design, implement, and support cloud-based contact center solutions using Amazon Connect. You will play a key role in configuring call flows, integrating third-party systems, and optimizing the overall customer service experience through cloud-native technologies.

Key Responsibilities:

· Design, develop, and maintain Amazon Connect contact center solutions including call flows, queues, routing profiles, and IVRs.

· Integrate Amazon Connect with other AWS services such as Lambda, Lex (Chatbots), Polly, DynamoDB, S3, CloudWatch, and external CRMs or ticketing systems (e.g., Salesforce, Zendesk).

· Develop Lambda functions to support real-time call processing and data integrations.

· Work closely with customer experience teams to understand business requirements and optimize call routing logic.

· Monitor, troubleshoot, and improve contact center performance using CloudWatch, AWS Connect Metrics, and analytics tools.

· Support user authentication, customer data access, and real-time reporting solutions.

· Implement CI/CD pipelines and infrastructure as code using tools like CloudFormation or Terraform.

· Ensure compliance with security and privacy standards across all voice and data interactions.

Required Skills & Qualifications:

· 3+ years of experience with Amazon Connect and cloud contact center engineering.

· Strong understanding of AWS Lambda, Lex, Polly, CloudWatch, S3, and related AWS services.

· Experience in building and maintaining IVRs, routing profiles, and call flows within Amazon Connect.

· Proficiency in JavaScript, Python, or Node.js for Lambda function development.

· Familiarity with REST APIs and CRM integrations.

· Strong problem-solving and communication skills, with an ability to explain technical concepts to non-technical stakeholders.

Preferred Qualifications:

· AWS Certification (e.g., AWS Certified Solutions Architect, Developer, or Machine Learning – Lex/Polly).

· Experience with Chatbots, Contact Lens, Amazon Lex V2, or real-time transcription tools.

· Background in telecom or customer support technology.

· Experience with enterprise telephony, SIP, or CTI integration is a plus.

Know more about Brillio : https://www.brillio.com/join-us/

PPE: https://www.brillio.com/platform-and-product-engineering/

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

#LI-PS1

Required profile