Amazon Connect Cloud Engineer

2 days ago

Hyderabad, India Pronix It Solutions Full time

Shifts: 2-11 PM IST

Notice: Should be less than 30 days

Required Qualifications
• AWS Certification: Solutions Architect, Developer, or Advanced Networking (Associate or Professional level required).
• 2+ 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, , 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:

End-to-End 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.

Client Engagement & Advisory
• Collaborate with enterprise clients to understand requirements and translate them into technical solutions.
• Act as a trusted advisor on AWS Contact Center best practices, AI automation, and migration from legacy platforms.
• Provide documentation, training, and knowledge transfer to client teams for long-term sustainability

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