Amazon Connect Developer
- Toronto, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Ob Summary
We are seeking an experienced, hands-on Amazon Connect Developer to design, configure, and scale our cloud-native Contact Center as a Service (CCaaS) platform. In this role, you will be responsible for creating dynamic, omni-channel customer journeys, automating self-service customer interactions, and integrating communication workflows with core backend systems. You will work closely with Solution Architects, Product Managers, and business stakeholders to build highly secure, resilient, and intelligent contact centre solutions. [ 1 ]
Key Responsibilities
We are seeking an experienced, hands-on Amazon Connect Developer to design, configure, and scale our cloud-native Contact Center as a Service (CCaaS) platform. In this role, you will be responsible for creating dynamic, omni-channel customer journeys, automating self-service customer interactions, and integrating communication workflows with core backend systems. You will work closely with Solution Architects, Product Managers, and business stakeholders to build highly secure, resilient, and intelligent contact centre solutions. [ 1 ]
Key Responsibilities
- ï¸ Core Amazon Connect & Telephony Development
- Design and deploy complex Interactive Voice Response (IVR) systems, chat workflows, and omni-channel contact routing profiles within Amazon Connect. [ 1 , 2 , 3 ]
- Build and version-control dynamic Amazo
- Connect Contact Flows, ensuring customer inquiries seamlessly queue across correct skill groups. [ 1 ]
- Implement safe fallback paths, degraded-mode handling, and customer-friendly error validation mechanisms to prevent dropped or hung calls. [ 1 ]
- AWS Ecosystem & API Integration
- Develop customized backend services using serverless computing, specifically creating AWS Lambda functions in Node.js, Python, or Java to fetch data or validate system states. [ 1 , 2 , 3 ]
- Connect the communication platform to enterprise Customer Relationship Management (CRM) tools like Salesforce, Zoho, ServiceNow, or Zendesk via standard REST APIs and OAuth2. [ 1 ]
- Stream real-time transactional data and performance data using cloud-native streaming and database engines (e.g., Amazon Kinesis, DynamoDB, Amazon S3). [ 1 , 2 ]
- AI-Driven Customer Experience
- Incorporate Conversational AI bots by building and managing Amazon Lex (V1/V2) intents to automate conversational self-service channels.
- Deploy sentiment analysis and analytics tools such as Amazon Connect Contact Lens, Amazon Q, and Bedrock to empower agent desktops with assistive generative AI insights
More about this job
Responsibilities
Design, configure, and scale Amazon Connect contact center solutions, including IVR systems, chat workflows, contact flows, and omni-channel routing. Build serverless integrations with enterprise systems and implement conversational AI, analytics, and generative AI capabilities to improve customer and agent experiences.
Requirements
The role calls for hands-on experience developing Amazon Connect solutions and integrating them with backend services, CRM platforms, and AWS data services. It also involves building Lambda functions, managing Amazon Lex bots, and delivering secure, resilient customer interaction workflows; no formal education requirement is stated.
Skills
- Amazon Connect
- Contact Center as a Service
- Interactive Voice Response
- Contact Flows
- Omni-Channel Routing
- AWS Lambda
- Node.js
- Python
- Java
- REST APIs
- OAuth2
- Salesforce
- Amazon Lex
- Amazon Kinesis
- DynamoDB
- Amazon S3
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
Keywords
- Amazon Connect
- Contact Center as a Service
- Cloud-Native Platforms
- Interactive Voice Response
- IVR
- Omni-Channel Customer Journeys
- Contact Flows
- Contact Routing
- AWS Lambda
- Serverless Computing
- Node.js
- Python
- Java
- CRM Integration
- REST APIs
- OAuth2
- Salesforce
- Zoho
- ServiceNow
- Zendesk
- Amazon Kinesis
- DynamoDB
- Amazon S3
- Amazon Lex
- Contact Lens
- Amazon Q
- Amazon Bedrock
- Conversational AI
- Sentiment Analysis
- Generative AI