We are seeking an experienced Amazon Connect Engineer to design, build, and optimize advanced contact center solutions on AWS. The ideal candidate will have strong expertise in Amazon Connect, AWS services, and programming skills to deliver seamless, intelligent, and scalable customer engagement solutions.
Responsibilities:
- Design, develop, and maintain Amazon Connect contact flows, IVR solutions, and call routing strategies.
- Configure routing profiles, queues, callbacks, emergency messaging, and business hours/holiday routing within Amazon Connect.
- Develop AWS Lambda functions and integrate Amazon Connect with DynamoDB, S3, CloudWatch, and other AWS services.
- Build and support integrations with CRM platforms, third-party applications, APIs, and backend systems.
- Implement conversational AI and chatbot solutions using Google Dialogflow CX or similar platforms.
- Troubleshoot and resolve issues related to Amazon Connect, AWS services, and contact center operations.
- Support CI/CD processes and infrastructure automation using tools such as Terraform and CloudFormation.
- Collaborate with business stakeholders, operations teams, and technical teams to deliver scalable and reliable contact center solutions.
- 6+ years of experience in contact center technology, engineering, or operations roles.
- 4+ years of hands-on experience with Amazon Connect, including contact flow design, routing strategies, IVR configuration, and contact center integrations.
- Strong experience designing and building Amazon Connect contact flows using AWS Lambda and DynamoDB.
- Expertise in call routing design, including routing profiles, queues, callbacks, emergency messaging, dynamic business hours, and holiday routing.
- Practical experience with AWS services commonly used with Amazon Connect, including Lambda, DynamoDB, S3, and CloudWatch.
- Strong programming experience in Python with AWS Lambda and API integrations.
- Experience integrating Amazon Connect with CRMs, third-party applications, APIs, and backend systems.
- Understanding of contact center and telephony fundamentals, including IVR design, call routing, VoIP concepts, and omnichannel customer engagement.
- Familiarity with version control tools such as Git, GitHub, or TFS.
- Experience with CI/CD and Infrastructure-as-Code tools such as Terraform, CloudFormation, or similar technologies.
- Strong troubleshooting, debugging, analytical, and problem-solving skills.
- Excellent communication and collaboration skills with technical and non-technical stakeholders.
Nice to have:
- AWS Cloud Practitioner or equivalent AWS certification.
- Experience with legacy contact center platforms such as Genesys, Avaya, or Cisco.
- Familiarity with contact center reporting, analytics, workforce management (WFM), and performance monitoring tools.
- Experience supporting enterprise-scale or regulated contact center environments.
- Experience implementing portal widgets, chatbot integrations, email, SMS, and omnichannel customer service solutions.
- Experience designing call flows and integrating contact center platforms with backend systems through APIs.
We offer:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
All your information will be kept confidential according to EEO guidelines.