Sr. Amazon Engineer

Match Point Solutions; Acre; Teletrabalho; BRL 114 000 - 154 000; Tempo integral

Resumo da oferta

MatchPoint Solutions is seeking an Amazon Connect Engineer to design, configure, and maintain contact flows, IVRs, and integrations with Freshworks and external systems. You will develop Lambda functions, APIs, and Lex bots to enhance self-service experiences and automate workflows in a remote, contract role.

The candidate will collaborate with global teams, support deployments, and ensure reliability across AWS services.

Qualificações

• Minimum 3 years of hands-on Amazon Connect experience.

Responsabilidades

• Design, configure, and maintain Amazon Connect contact flows, routing profiles, queues, prompts, and agent experiences.
• Develop and enhance IVRs, self-service solutions, callback functionality, and customer journeys.
• Configure and optimize skills-based routing and queue management.
• Troubleshoot call routing, telephony, and contact flow issues in production environments.
• Support Amazon Connect upgrades, enhancements, and platform improvements.
• Develop and maintain AWS Lambda functions supporting Amazon Connect solutions.
• Design and support integrations between Amazon Connect and external business systems.
• Build and troubleshoot REST API integrations and data exchange processes.
• Support automation and workflow improvements across the contact center ecosystem.
• Support integrations between Amazon Connect and Freshworks products, including Freshdesk and Freshservice.
• Assist with ticketing workflow automation and customer interaction management.
• Develop and maintain integrations using Freshworks APIs where required.
• Collaborate with service management and support teams to optimize customer support workflows.
• Build and maintain Amazon Lex bots and self-service experiences.
• Support conversational AI initiatives and customer self-service strategies.
• Assist in improving customer experience through automation and AI-driven solutions.
• Investigate and resolve production incidents and customer-impacting issues.
• Perform root cause analysis and implement long-term corrective actions.
• Support deployments, testing, validation, and post-production monitoring.
• Maintain system reliability, performance, and operational stability.
• Create and maintain technical documentation, runbooks, and support procedures.
• Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
• Collaborate with business stakeholders, developers, analysts, and support teams.
• Contribute technical recommendations for continuous improvement initiatives.

Conhecimentos

Strong English communication

Remote work

Analytical problem solving

Ferramentas

AWS Lambda

Amazon Lex

REST APIs

JSON

Amazon S3

AWS IAM

CloudWatch

Git

Freshworks integration

Descrição da oferta de emprego

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

Job Title: Amazon connect Engineer

Location: Remote

Employment Type: Contract

Pay Range: 25 lpa

Key Responsibilities

Amazon Connect Engineering

• Design, configure, and maintain Amazon Connect contact flows, routing profiles, queues, prompts, and agent experiences.
• Develop and enhance IVRs, self-service solutions, callback functionality, and customer journeys.
• Configure and optimize skills-based routing and queue management.
• Troubleshoot call routing, telephony, and contact flow issues in production environments.
• Support Amazon Connect upgrades, enhancements, and platform improvements.

AWS Development & Integrations

• Develop and maintain AWS Lambda functions supporting Amazon Connect solutions.
• Design and support integrations between Amazon Connect and external business systems.
• Build and troubleshoot REST API integrations and data exchange processes.
• Support automation and workflow improvements across the contact center ecosystem.

Freshworks Integration & Administration

• Support integrations between Amazon Connect and Freshworks products, including Freshdesk and Freshservice.
• Assist with ticketing workflow automation and customer interaction management.
• Develop and maintain integrations using Freshworks APIs where required.
• Collaborate with service management and support teams to optimize customer support workflows.

Amazon Lex & AI Solutions

• Build and maintain Amazon Lex bots and self-service experiences.
• Support conversational AI initiatives and customer self-service strategies.
• Assist in improving customer experience through automation and AI-driven solutions.

Production Support & Troubleshooting

• Investigate and resolve production incidents and customer-impacting issues.
• Perform root cause analysis and implement long-term corrective actions.
• Support deployments, testing, validation, and post-production monitoring.
• Maintain system reliability, performance, and operational stability.

Documentation & Collaboration

• Create and maintain technical documentation, runbooks, and support procedures.
• Participate in Agile ceremonies including sprint planning, backlog refinement, and retrospectives.
• Collaborate with business stakeholders, developers, analysts, and support teams.
• Contribute technical recommendations for continuous improvement initiatives.

Required Qualifications

Experience

• Minimum 3 years of hands-on Amazon Connect experience (required).
• 5-6 years of Amazon Connect experience preferred.
• 5+ years of overall software engineering, cloud engineering, contact center engineering, or related technical experience.
• Experience designing, building, and supporting production Amazon Connect environments.
• Experience integrating Amazon Connect with Freshworks, Freshdesk, Freshservice, ServiceNow, Salesforce, or similar CRM/ticketing platforms.
• Experience troubleshooting and supporting production contact center environments.

Technical Skills

• Amazon Connect
• AWS Lambda
• Amazon Lex
• REST APIs
• JSON
• Amazon S3
• AWS IAM
• CloudWatch
• Git Source Control
• Freshworks / Freshdesk administration or integration experience

Development Skills

• Experience with one or more of the following:
• Python
• Node.js
• JavaScript
• TypeScript

Communication & Collaboration

• Strong verbal and written English communication skills.
• Ability to work independently in a remote environment.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• 5-6 years of Amazon Connect experience.
• Experience with Freshdesk Contact Center (Freshcaller).
• Experience building custom integrations between Amazon Connect and Freshworks products.
• ServiceNow integration experience.
• Salesforce CTI or Open CTI experience.
• Experience with Amazon Q in Connect.
• Experience with Contact Lens.
• CI/CD pipeline experience.
• Terraform or Infrastructure as Code experience.
• AWS Associate-level certifications.

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.