AWS Amazon Connect Architect & Contact Center AI Lead

Daythree

Shah Alam

On-site

MYR 120,000 - 180,000

Full time

11 days ago

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Job summary

Daythree is seeking an experienced AWS Amazon Connect & Contact Center AI Engineer to design, implement, deploy, and optimize cloud-based customer engagement solutions using Amazon Connect, Contact Lens, and AWS AI services. The role focuses on delivering scalable omnichannel contact center solutions, speech analytics, and automation for enterprise clients.

The ideal candidate combines strong technical implementation skills with customer experience knowledge and hands-on expertise in AWS

Qualifications

7+ years in contact centre technology.
3+ years hands-on Amazon Connect implementation.
Strong knowledge of IVR design and omnichannel engagement.
Experience integrating CRM platforms (Salesforce, Dynamics, Zendesk, ServiceNow).
Amazon Connect cert is highly preferred; AWS certification preferred.

Responsibilities

Lead the architecture, deployment, and configuration of Amazon Connect environments.
Design end-to-end journeys across voice, email, chat, and digital channels.
Define IVR architecture, routing, queue management, and reporting.
Integrate Connect with CRM/workforce systems via APIs and middleware.
Configure AWS services (Lambda, Lex, S3, DynamoDB, Kinesis, CloudWatch, SNS/SQS).
Provide governance on security and best practices throughout implementation.
Lead solution workshops and architecture reviews with clients.
Support go-live activities and post-implementation optimization.
Mentor junior implementation engineers.