Position: Amazon Connect Engineer
Location: Toronto, ON (Hybrid)
Employment Type: Full-Time
Position Overview:
We are seeking an experienced Amazon Connect Engineer with 6+ years of expertise in designing, developing, and supporting cloud-based contact center solutions. The ideal candidate should have strong hands-on experience with Amazon Connect, IVR, Contact Flows, Routing Profiles, AWS integrations (Lambda, DynamoDB, API Gateway), and telephony technologies (SIP/VoIP). Experience with Java development, CRM integrations, and contact center troubleshooting is essential. Exposure to Amazon Lex and Cisco Contact Center technologies (UCCE/CVP) is a plus.
Key Responsibilities:
- Design, develop, and support Amazon Connect contact center solutions.
- Build and manage Contact Flows, Routing Profiles, Queues, IVR workflows, and call routing strategies.
- Integrate Amazon Connect with AWS Lambda, DynamoDB, API Gateway, S3, CloudWatch, and Amazon Lex.
- Troubleshoot call routing issues, voice quality problems, and platform performance bottlenecks.
- Implement and maintain CRM integrations with Salesforce, Zendesk, or similar platforms.
- Support enterprise-scale contact center infrastructure and ensure high availability.
- Collaborate with business and technical teams to deliver scalable customer experience solutions.
Required Skills:
- 6+ years of hands-on experience with Amazon Connect.
- Strong expertise in Contact Flows, IVR, Queues, Routing Profiles, and Call Routing Design.
- Experience with AWS services including Lambda, DynamoDB, API Gateway, S3, and CloudWatch.
- Knowledge of Amazon Lex for chatbot and voice bot implementations.
- Strong understanding of SIP, VoIP, CTI, IVR, and telephony technologies.
- Strong Java development experience; Python and JavaScript knowledge is a plus.
- Knowledge of networking concepts including Routing, Switching, MPLS, SIP, and VoIP.
- Excellent troubleshooting and problem-solving skills.
