Amazon Connect Engineer

TechDigital Group; Plano (TX); Presencial; USD 120.000 - 165.000; Jornada completa

Descripción de la vacante

TechDigital Group in Plano is seeking an AWS Contact Center Foundation Engineer to design and implement cloud-based contact center solutions using Amazon Connect and Amazon Bedrock. The role focuses on building scalable, secure architectures and integrating AI capabilities to enhance agent and customer experiences.

The ideal candidate will design omnichannel contact flows, integrate Bedrock-powered tools, and work with Lambda, API Gateway, IAM, S3, and DynamoDB.

Formación

• 5+ years of experience in AWS cloud technologies.
• Hands-on experience with Amazon Connect implementation and administration.
• Experience with Amazon Bedrock and Generative AI use cases.
• Strong knowledge of AWS Lambda, API Gateway, IAM, CloudWatch, S3, DynamoDB, and EventBridge.
• Experience integrating CRM/ITSM platforms (e.g., Salesforce, ServiceNow) is preferred.
• Knowledge of contact center concepts such as IVR, routing, CTI, call recording, and agent desktop.
• Proficiency in Python, Node.js, or Java for serverless development.
• Familiarity with Infrastructure as Code (CloudFormation/CDK/Terraform) is a plus.

Responsabilidades

• Design, configure, and deploy Amazon Connect contact center solutions.
• Integrate Amazon Bedrock for GenAI-powered virtual agents, agent assist, call summarization, and knowledge retrieval.
• Develop and integrate contact flows, IVR, chat, voice, and omnichannel solutions.
• Build integrations with AWS services such as Lambda, Lex, S3, DynamoDB, API Gateway, and CloudWatch.
• Configure security, IAM roles, encryption, monitoring, and operational best practices.
• Collaborate with business and technical teams to gather requirements and implement solutions.

Conocimientos

AWS Contact Center

Amazon Connect

Amazon Bedrock

GenAI use cases

Python/Node.js/Java

IaC (CloudFormation/CDK/Terraform)

Herramientas

Salesforce

ServiceNow

Descripción del empleo

AWS Contact Center Foundation Engineer (Amazon Connect + Amazon Bedrock)

Must have skills:

• Hands-on experience with Amazon Connect implementation and administration.
• Experience with Amazon Bedrock and Generative AI use cases.
• Strong knowledge of AWS Lambda, API Gateway, IAM, CloudWatch, S3, DynamoDB, and EventBridge.
• Preferred skills Experience integrating CRM/ITSM platforms (e.g., Salesforce, ServiceNow) is preferred.
• Knowledge of contact center concepts such as IVR, routing, CTI, call recording, and agent desktop.
• Proficiency in Python, Node.js, or Java for serverless development.

Detailed Job Description

Seeking an AWS Contact Center Foundation Engineer with hands‑on experience in designing and implementing cloud‑based contact center solutions using Amazon Connect and Amazon Bedrock. The ideal candidate should have experience integrating AI capabilities, building conversational experiences, and implementing scalable, secure contact center architectures on AWS.

Key Responsibilities

• Design, configure, and deploy Amazon Connect contact center solutions.
• Integrate Amazon Bedrock for GenAI-powered virtual agents, agent assist, call summarization, and knowledge retrieval.
• Develop and integrate contact flows, IVR, chat, voice, and omnichannel solutions.
• Build integrations with AWS services such as Lambda, Lex, S3, DynamoDB, API Gateway, and CloudWatch.
• Configure security, IAM roles, encryption, monitoring, and operational best practices.
• Collaborate with business and technical teams to gather requirements and implement solutions.

Required Skills

• 5+ years of experience in AWS cloud technologies.
• Hands‑on experience with Amazon Connect implementation and administration.
• Experience with Amazon Bedrock and Generative AI use cases.
• Strong knowledge of AWS Lambda, API Gateway, IAM, CloudWatch, S3, DynamoDB, and EventBridge.
• Experience integrating CRM/ITSM platforms (e.g., Salesforce, ServiceNow) is preferred.
• Knowledge of contact center concepts such as IVR, routing, CTI, call recording, and agent desktop.
• Proficiency in Python, Node.js, or Java for serverless development.
• Familiarity with Infrastructure as Code (CloudFormation/CDK/Terraform) is a plus.