Amazon Connect Engineer

One Park Financial; Ciudad de México; Sur place; MXN 781 200 - 1 004 400; Plein temps

Avantages offerts par ce poste

Competitive Salary

Fun work environment

Growth Opportunities

Résumé du poste

A financial services company is seeking a hands-on Amazon Connect Engineer to design and optimize contact-center solutions on AWS. The role involves integrating Amazon Connect with various AWS services and maintaining configurations to enhance customer experience. Candidates should have over 3 years of experience with cloud contact-center platforms and strong skills in languages like Python or Node.js, along with a deep understanding of AWS services. This position offers competitive salary and growth opportunities.

Qualifications

• 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect.
• Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch).
• Excellent communication and documentation skills; ability to translate business goals into technical roadmaps.

Responsabilités

• Architect, configure, and maintain Amazon Connect instances for customer service solutions.
• Integrate Connect with AWS services and third-party CRMs.
• Implement Contact Lens for real-time analytics and automated evaluations.

Connaissances

Python

Node.js/TypeScript

Java

AWS core services

Cloud contact-center platforms

SIP

WebRTC

PSTN

Formation

AWS Solution Architect or Amazon Connect Specialty certification

Outils

Amazon Connect

CloudFormation

Terraform

Salesforce

Description du poste

We're looking for a hands‑on Amazon Connect Engineer who can turn complex customer‑service requirements into secure, scalable, AI‑powered contact‑center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative‑AI self‑service, and real‑time analytics—to deliver best‑in‑class customer experiences.

Key Responsibilities

• Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll‑free numbers)
• Design IVR and chatbot experiences with drag‑and‑drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative‑AI self‑service
• Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third‑party CRMs (Salesforce)
• Implement Contact Lens for real‑time transcription, sentiment analysis, screen recording, automated evaluations, and post‑contact summaries
• Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection
• Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions)
• Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimise KPIs such as AHT, SLA, CSAT
• Ensure security and compliance (least‑privilege IAM, KMS encryption, VPC/SIP security)
• Produce design docs, runbooks, and knowledge‑transfer sessions; provide tier‑3 support and root‑cause analysis

Requirements

• 3+ years building or operating cloud contact‑center platforms; 2+ years hands‑on with Amazon Connect
• Solid skills in at least one language (Python, Node.js/TypeScript, or Java)
• Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch)
• Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact‑center metrics
• Experience with REST/JSON APIs, OAuth/SAML, and event‑driven integrations
• Excellent communication and documentation skills; ability to translate business goals into technical roadmaps

Preferred Qualifications

• AWS Solution Architect or Amazon Connect Specialty certification
• Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect
• Hands‑on with Contact Lens analytics, Workforce Management, or WFO integrations
• Familiarity with AI/ML services (Bedrock, SageMaker) and data‑lake analytics
• Exposure to global, multi‑region Connect deployments and Global Resiliency patterns
• Hands‑on experience with Five9, especially in campaign/campaign profiles creation, skill‑based routing, IVR design/maintenance, DID's assignment/management and List Sync
• Proficiency in Five9 reporting tools

Benefits

• Competitive Salary
• Fun work environment
• Growth Opportunities

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology

Industries: IT Services and IT Consulting