Amazon Connect Cloud Engineer

2 days ago

Hyderabad, India Pronix INC Full time

Location : Gachibowli, HYD.

Duration : 12 Months.

We are seeking an experienced Amazon Connect Cloud Engineer (AWS Certified) with end-to-end implementation expertise in building enterprise-grade cloud contact centers.

The ideal candidate will have proven experience in designing, deploying, and optimizing Amazon Connect solutions that integrate AI automation, omnichannel communication, and enterprise systems.

This role requires a blend of cloud engineering skills, telephony expertise, and hands-on implementation experience with enterprise clients.


Required Qualifications :

- AWS Certification : Solutions Architect, Developer, or Advanced Networking (Associate or Professional level required).

- 5+ years of direct, hands-on experience in Amazon Connect implementation for enterprise clients.

- Proven end-to-end delivery experience from design and development to production rollout.

- Strong knowledge of AWS services : Lambda, API Gateway, DynamoDB, Lex, Polly, Contact Lens, CloudWatch, and Kinesis.

- Experience with AI-powered contact center automation (chatbots, voice bots, speech analytics).

- Expertise in telephony, VoIP, SIP, PSTN, and call routing strategies.

- Proficiency in Python, Node.js, or JavaScript for backend automation and integration.


Preferred Skills :

- Multiple AWS Certifications (Professional or Specialty level).

- Experience migrating from legacy platforms (Cisco, Avaya, Genesys, NICE, Five9) to Amazon Connect.

- Strong understanding of enterprise CX/EX KPIs and how AI automation drives measurable business value.

- Excellent communication, consulting, and client-facing delivery skills.


Key Responsibilities Implementation :


- Lead end-to-end Amazon Connect deployments from requirements gathering, architecture design, and configuration to testing and go-live.

- Develop and implement IVR call flows, routing strategies, and agent hierarchies tailored to enterprise needs.

- Deliver secure, scalable, and resilient cloud contact centers with high availability and disaster recovery.

AI-Powered Contact Center Solutions :

- Integrate Amazon Lex, Contact Lens, and AWS AI/ML services for conversational AI, voice bots, and real-time speech analytics.

- Automate workflows and backend processes using AWS Lambda, Step Functions, and API Gateway.

- Design and implement self-service and AI-driven automation to reduce manual handling and improve CX/EX.

System Integration & Cloud Engineering :

- Integrate Amazon Connect with CRM, ERP, and workforce management systems (e.g., Salesforce, ServiceNow, Dynamics 365, Zendesk).

- Build backend solutions leveraging DynamoDB, S3, Kinesis, CloudWatch, and QuickSight for reporting and analytics.

- Troubleshoot and resolve issues related to SIP/VoIP, PSTN, and telephony integrations.


(ref:hirist.tech)

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