Amazon Connect Engineer

4 weeks ago

Ahmedabad, India Stella Technologies Full time

Senior Software Development Engineer Amazon Connect

About the Role

We're looking for a hands-on Amazon Connect Engineer who can turn complex

customer-service requirements into secure, scalable, AI-powered contact-center

solutions on AWS. You will own design, build, and optimization of Connect instances

that leverage the latest capabilities—omnichannel routing, generative-AI self-service,

and real-time analytics—to deliver best-in-class customer experiences.

Key Responsibilities

  • Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours,

hierarchies, DID/toll-free numbers).

  • Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex,

and Amazon Q in Connect for generative-AI self-service

  • Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3,

Kinesis, EventBridge) and third-party CRMs (Salesforce).

  • Implement Contact Lens for real-time transcription, sentiment analysis, screen

recording, automated evaluations, and post-contact summaries

  • Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for

caller authentication and fraud detection

  • Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD

pipelines (CodePipeline, GitHub Actions).

  • Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight

dashboards; optimize KPIs such as AHT, SLA, CSAT.

  • Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP

security).

  • Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3

support and root-cause analysis.

Required Qualifications

  • 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with

Amazon Connect.

  • Solid skills in at least one language (Python, , or Java).
  • Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM,

CloudWatch).

  • Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact-

center metrics.

  • Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations.
  • Excellent communication and documentation skills; ability to translate business goals

into technical roadmaps.

Preferred Qualifications

  • AWS Solution Architect or Amazon Connect Specialty certification.
  • Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon

Connect.

  • Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations.
  • Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics.

  • Exposure to global, multi-region Connect deployments and Global Resiliency patterns.

  • Hands-on experience with Five9, especially in campaign/campaign profiles creation,

skill-based routing, IVR design/maintenance, DID's assignment/management and List

Sync.

  • Proficiency in Five9 reporting tools.

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