AWS Connect Engineer: Contact Center Architect

Veriipro; Parsippany-Troy Hills (NJ); On-site; USD 120,000 - 170,000; Full time

Job summary

Veriipro in Parsippany-Troy Hills, NJ seeks an experienced AWS contact center engineer to design and optimize Amazon Connect flows. You will implement IVR/IVA, integrate Lex bots, and build serverless solutions with Lambda, DynamoDB, S3, and API Gateway.

Responsibilities include CRM integration, telephony troubleshooting (PSTN/SIP/DIDs), Kinesis analytics, and monitoring with CloudWatch/X-Ray. Knowledge of WFM/WFO tools (Verint/NICE) and reporting with Redshift/Quicksight is valued.

Qualifications

• Proven experience designing and developing Amazon Connect contact flows and routing profiles.
• Strong experience with AWS Lambda, DynamoDB, S3, CloudWatch, and API Gateway.
• Experience with IVR/IVA flows and Amazon Lex integrations.
• Experience integrating Amazon Connect with CRM platforms.
• Solid telephony knowledge: PSTN, SIP, DIDs, call routing and quality troubleshooting.
• Experience with Kinesis, call event logs and analytics pipelines.
• Understanding of IAM, roles, policies and encryption in AWS.
• Experience with Terraform/CloudFormation and DevOps/CI/CD pipelines.
• Experience with Amazon Connect Contact Lens, AI/ML, sentiment analysis, and analytics.
• Familiarity with Verint and NICE for WFM/WFO.
• Experience with CloudWatch Insights and AWS X-Ray monitoring.
• Knowledge of Redshift, Athena, and QuickSight for reporting.
• Strong solution design, documentation and cross-team collaboration.
• AWS certifications such as Solutions Architect Associate/Professional or Developer Associate preferred.

Responsibilities

• Design, develop, and optimize Amazon Connect contact flows, routing profiles, queues, and workflows.
• Develop IVR/IVA solutions and integrate Amazon Lex bots with Amazon Connect.
• Build serverless solutions using Lambda, DynamoDB, S3, and API Gateway.
• Integrate Amazon Connect with CRM and enterprise applications.
• Configure and troubleshoot PSTN, SIP, DIDs, call routing, and call quality.
• Implement contact event streaming and analytics using Kinesis.
• Configure monitoring and troubleshooting with CloudWatch, CloudWatch Insights, and X-Ray.
• Apply AWS security best practices using IAM, policies, and encryption.
• Automate deployments using Terraform/CloudFormation and CI/CD pipelines.
• Leverage Contact Lens, AI/ML, sentiment analysis, and contact center analytics.
• Support WFM/WFO integrations such as Verint and NICE.
• Develop reporting solutions using Redshift, Athena, QuickSight, and Kinesis.
• Troubleshoot production issues and perform root-cause analysis.
• Create technical documentation and collaborate with architecture, development, DevOps teams.

Skills

Amazon Connect design

AWS Lambda

DynamoDB

S3

CloudWatch

API Gateway

IVR/IVA design

Amazon Lex integration

CRM integration

PSTN/SIP/DIDs knowledge

Kinesis

IAM/Policies/Encryption

Terraform/CloudFormation

DevOps/CI/CD

Contact Lens/AI/ML/sentiment

Verint/NICE WFM/WFO

Redshift/Athena/Quicksight

Monitoring: CloudWatch Insights/X-Ray

Documentation/Communication

AWS Certifications (SA/Developer)

Job description

Veriipro in Parsippany-Troy Hills, NJ seeks an experienced AWS contact center engineer to design and optimize Amazon Connect flows. You will implement IVR/IVA, integrate Lex bots, and build serverless solutions with Lambda, DynamoDB, S3, and API Gateway.

Responsibilities include CRM integration, telephony troubleshooting (PSTN/SIP/DIDs), Kinesis analytics, and monitoring with CloudWatch/X-Ray. Knowledge of WFM/WFO tools (Verint/NICE) and reporting with Redshift/Quicksight is valued.