Amazon Connect EngineerAbout the roleOur client is looking for an Amazon Connect Engineer to design, build, and support... Read more
Amazon Connect Engineer
About the role
Our client is looking for an Amazon Connect Engineer to design, build, and support their cloud based contact centre platform. You will work closely with business stakeholders, developers, and operations teams to deliver seamless customer and agent experiences across voice, chat, and digital channels. This role can accept Sydney or Melbourne based candidates only as there are 2-3 days/week expected to be in the office.
Key Responsibilities
Design, configure, and maintain Amazon Connect contact flows, queues, routing profiles, and agent workspace experiencesBuild and maintain integrations between Amazon Connect and AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, and CloudWatchDevelop and maintain Amazon Lex V2 bots for voice and chat self-serviceImplement and optimise IVR flows, callback handling, and omnichannel routing logicSupport and troubleshoot contact centre incidents including call routing issues, attribute loss, transcription failures, and agent workspace errorsBuild reporting and analytics pipelines using Contact Trace Records, Athena, and QuickSightImplement Contact Lens for real-time and post-call analytics, transcription, and sentiment analysisConfigure and manage security profiles, recording controls, and compliance-aligned access patternsPartner with workforce management, operations, and technology teams to align platform configuration with business requirementsParticipate in UAT, production readiness reviews, and change management processesRequired Skills and Experience
Hands-on experience with Amazon Connect contact flow development and administration – 2 years experience5 years engineering experienceExperience with AWS Lambda (Python or Node.js) for contact centre integrationsWorking knowledge of Amazon Lex V2 bot development and slot configurationFamiliarity with CloudWatch for monitoring, logging, and alertingExperience with contact centre concepts including IVR, ACD, callbacks, queuing, and reportingStrong troubleshooting skills across distributed cloud-based systemsUnderstanding of contact centre compliance requirements including call recording and data retentionDesirable Skills
Experience with Contact Lens real-time analytics and post-call transcriptionKnowledge of Kinesis Data Firehose, Athena, and QuickSight for reporting pipelinesFamiliarity with Amazon Connect Agent Workspace customisationPrior contact centre platform experience (e.g. Genesys, Avaya, Cisco) is an advantageUnderstanding of PII handling, data redaction, and privacy controls in contact centre environments Read less
