Amazon Connect Engineer

One Park Financial; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A financial services firm in Mexico City is seeking an Amazon Connect Engineer to lead the design and optimization of AI-powered, scalable contact-center solutions. The ideal candidate will have over 3 years of experience in cloud contact-center platforms and hands-on expertise with Amazon Connect. Responsibilities include architecting Connect instances, integrating AWS services, and designing IVR experiences. The position offers competitive salary and growth opportunities in a dynamic work environment.

Servicios

Competitive Salary

Fun work environment

Growth Opportunities

Formación

• 3+ years of building cloud contact-center platforms; 2+ years with Amazon Connect.
• Solid skills in at least one programming language (Python, Node.js/TypeScript, Java).
• Deep understanding of AWS services - Lambda, API Gateway, DynamoDB, S3.
• Excellent communication and documentation skills.

Responsabilidades

• Architect, configure, and maintain Amazon Connect.
• Design IVR and chatbot experiences with Amazon Connect.
• Integrate Connect with AWS services and third-party CRMs.
• Build outbound campaigns and configure Voice ID for authentication.
• Automate infrastructure using CloudFormation or Terraform.

Conocimientos

AWS core services

Amazon Connect

Python

Node.js/TypeScript

Java

IVR design

telephony fundamentals

REST/JSON APIs

Herramientas

CloudFormation

Terraform

AWS Lambda

Salesforce

Five9

QuickSight

Descripción del empleo

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; optimize 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.

Qualifications

• 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/profiles creation, skill‑based routing, IVR design/maintenance, DID assignment/management and List Sync.
• Proficiency in Five9 reporting tools.

Benefits

• Competitive Salary
• Fun work environment
• Growth Opportunities