AWS Engineer

dotSolved System Inc.; Chennai; On-site; INR 1,500,000 - 3,000,000; Full time

Job summary

dotSolved seeks an experienced AWS Amazon Connect & Salesforce Integration Developer to build cloud-based contact center solutions and integrate Amazon Connect with Salesforce CRM. You will design contact flows, Lex bots, and analytics, while enabling scalable, serverless integrations using AWS services.

The role requires hands-on expertise in Amazon Connect, Lex, and Salesforce integration, plus IaC proficiency with CloudFormation, CDK, or Terraform.

Qualifications

• Strong hands-on experience with Amazon Connect implementation and customization.
• Experience with Amazon Connect contact flows, IVR, queues, routing profiles, and Lex bots.
• Experience with Amazon Connect Contact Lens and contact center analytics.
• Hands-on experience integrating Amazon Connect with Salesforce CRM.
• Knowledge of Salesforce Voice (Service Cloud Voice) or Salesforce CTI Adapter.
• Strong experience with AWS Lambda, API Gateway, DynamoDB, Kinesis, EventBridge, SNS, and SQS.
• Experience with AWS monitoring and tracing tools such as CloudWatch, CloudTrail, and X-Ray.
• Experience with Infrastructure as Code (IaC) tools such as CloudFormation, CDK, or Terraform.
• Strong understanding of REST APIs, webhooks, event-driven architecture, and system integrations.
• Experience in production troubleshooting and application support.

Responsibilities

• Design, develop, and configure Amazon Connect contact center solutions, including contact flows, queues, routing profiles, and IVR workflows.
• Develop and configure Amazon Lex bots for automated customer interactions and self-service capabilities.
• Implement Amazon Connect Contact Lens for call recording, analytics, conversational insights, and quality monitoring.
• Integrate Amazon Connect with Salesforce CRM using Salesforce Voice (formerly Service Cloud Voice) or Salesforce CTI Adapter.
• Develop scalable and secure integrations using AWS services such as Lambda, API Gateway, DynamoDB, Kinesis, EventBridge, SNS, and SQS.
• Implement seamless voice and chat routing between existing CTI platforms and Amazon Connect.
• Configure monitoring, logging, and troubleshooting using CloudWatch, CloudTrail, and X-Ray.
• Automate infrastructure provisioning and deployments using CloudFormation, AWS CDK, or Terraform.
• Troubleshoot integration issues, call routing failures, latency, and production incidents.
• Collaborate with Salesforce, AWS, and application development teams to deliver reliable contact center solutions.
• Provide ongoing production support, performance optimization, and maintenance.

Skills

Amazon Connect

Contact Center

IVR

Lex bots

Salesforce CRM

CTI Adapter

AWS Lambda

API Gateway

DynamoDB

Kinesis

EventBridge

SNS/SQS

CloudWatch

CloudTrail

CloudFormation

AWS CDK

Terraform

REST APIs

Tools

Salesforce Voice

Salesforce CTI Adapter

CloudFormation

CDK

Terraform

Job description

dotSolved, headquartered in Silicon Valley USA, is a leading global provider of business process automation, modern application engineering, and cloud infrastructure services. dotSolved focuses on enabling digital transformations for small, medium, and large enterprises, in the following industries (but not limited to): High technology, Energy, Manufacturing, Financial Services, Media & Entertainment, Communications, Retail, Healthcare, and Education.

dotSolved drives digital transformations for enterprises by defining, automating, and optimizing complex business processes for the digital era and engineering modern, data & analytic driven, applications that deliver intended business value. With hundreds of successful implementations and experience in Big Data, ERP, and Supply Chain, dotSolved can guarantee the creation of measurable business value from project engagements leading to accelerated business growth and profitability for customers.

Job Description

Shift Timing: 3.00AM - 12.00PM PST (US Pacific Time)

About the role: We are looking for an experienced AWS Amazon Connect & Salesforce Integration Developer with strong expertise in developing cloud-based contact center solutions and integrating Amazon Connect with Salesforce CRM. The ideal candidate should have hands-on experience building Amazon Connect contact flows, IVR solutions, queues, routing configurations, Amazon Lex chatbots, and Contact Lens analytics. The candidate will also be responsible for developing scalable integrations using AWS serverless services, implementing call and chat routing between existing CTI platforms and Amazon Connect, and providing production support.

Key Responsibilities

• Design, develop, and configure Amazon Connect contact center solutions, including contact flows, queues, routing profiles, and IVR workflows.
• Develop and configure Amazon Lex bots for automated customer interactions and self-service capabilities.
• Implement Amazon Connect Contact Lens for call recording, analytics, conversational insights, and quality monitoring.
• Integrate Amazon Connect with Salesforce CRM using Salesforce Voice (formerly Service Cloud Voice) or Salesforce CTI Adapter.
• Develop scalable and secure integrations using AWS services such as:
• AWS Lambda
• API Gateway
• DynamoDB
• Kinesis
• EventBridge
• SNS and SQS
• Implement seamless voice and chat routing between existing CTI platforms and Amazon Connect.
• Configure monitoring, logging, and troubleshooting using Amazon CloudWatch, AWS CloudTrail, and AWS X-Ray.
• Automate infrastructure provisioning and deployments using CloudFormation, AWS CDK, or Terraform.
• Troubleshoot integration issues, call routing failures, latency, and production incidents.
• Collaborate with Salesforce, AWS, and application development teams to deliver reliable contact center solutions.
• Provide ongoing production support, performance optimization, and maintenance.

Required Technical Skills

• Strong hands-on experience with Amazon Connect implementation and customization.
• Experience with Amazon Connect contact flows, IVR, queues, routing profiles, and Lex bots.
• Experience with Amazon Connect Contact Lens and contact center analytics.
• Hands-on experience integrating Amazon Connect with Salesforce CRM.
• Knowledge of Salesforce Voice (Service Cloud Voice) or Salesforce CTI Adapter.
• Strong experience with AWS Lambda, API Gateway, DynamoDB, Kinesis, EventBridge, SNS, and SQS.
• Experience with AWS monitoring and tracing tools such as CloudWatch, CloudTrail, and X-Ray.
• Experience with Infrastructure as Code (IaC) tools such as CloudFormation, CDK, or Terraform.
• Strong understanding of REST APIs, webhooks, event-driven architecture, and system integrations.
• Experience in production troubleshooting and application support.