AWS Contact Center

TechDigital Group; Plano (TX); In loco; USD 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

TechDigital Group in Plano, TX, seeks an AWS Contact Center Foundation Engineer with hands-on experience in designing cloud-based contact center solutions using Amazon Connect and Amazon Bedrock. The role emphasizes AI-enabled agents, agent assist, and secure scalable architectures on AWS.

You will design and deploy contact flows, IVR, chat and omnichannel solutions, and build integrations with Lambda, S3, DynamoDB, API Gateway, and CloudWatch, while ensuring security and best practices.

Competenze

• 5+ years of experience with AWS cloud technologies.
• Hands-on Amazon Connect implementation and administration.
• Experience with Amazon Bedrock and Generative AI use cases.
• Knowledge of contact center concepts (IVR, routing, CTI, call recording).
• Proficiency in Python, Node.js, or Java for serverless development.
• Familiarity with Infrastructure as Code (IaC) tools is a plus.

Mansioni

• 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.

Conoscenze

Amazon Connect

Amazon Bedrock

Generative AI

AWS Lambda

API Gateway

IAM

CloudWatch

S3

DynamoDB

EventBridge

Python

Node.js

Java

Infrastructure as Code

Strumenti

CloudFormation

CDK

Terraform

Descrizione del lavoro

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.