Achieve business transformation through custom-built software development
Senior Amazon Connect Architect – Engineer
Location
United States
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Senior Amazon Connect Architect – Engineer
Spectrum One
• Design, build, and maintain complex, omnichannel contact flows (Voice, Chat, SMS) within Amazon Connect. • Develop custom serverless applications using AWS Lambda (Node.js/Python) to fetch dynamic routing data, trigger backend processes, and personalize customer interactions. • Integrate Amazon Connect with internal databases, RESTful APIs, and CRM platforms (e.g., Salesforce, Zendesk, ServiceNow). • Leverage AWS AI/ML services—such as Amazon Lex for conversational bots, Amazon Polly for text-to-speech, and Contact Lens for sentiment analysis and transcription. • Lead the migration of legacy contact center platforms (e.g., Avaya, Cisco, Genesys) to Amazon Connect. • Act as the technical lead on contact center projects, providing mentorship and guidance to junior engineers and administrators. • Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT). • Design and deploy custom reporting and analytics dashboards using Amazon QuickSight, Kinesis, and Athena. • Ensure the contact center architecture follows AWS Well-Architected Framework principles, focusing on high availability, disaster recovery, and data security. • Troubleshoot complex telecommunications, WebRTC, and API integration issues. • Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles.
Job Requirements
- 5+ years of hands-on experience designing, deploying, and supporting Amazon Connect contact center solutions at an enterprise scale.
- Deep expertise in the AWS Serverless stack, specifically Lambda, API Gateway, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
- Strong proficiency in at least one backend programming language (Node.js or Python) for writing custom Lambda functions.
- Proven track record of integrating Amazon Connect with CRMs (e.g., Salesforce CTI integration) and third-party SaaS applications.
- Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics.
- Exceptional analytical skills with the ability to troubleshoot complex, distributed cloud systems.
Benefits
- High-Trust Environment: We hire adults. We don't track keystrokes or enforce arbitrary hours. We care about the quality of your output.
- Deep Work: We minimize meetings to protect your focus time. We operate asynchronously by default.
- International Standards: You will work with top-tier international clients, building systems that scale and handle real-world traffic.
- Real Strategic Influence: We expect engineers to drive technical decisions. You will have a direct hand in shaping the architecture and product roadmap.
- Autonomy by Default: We reject the traditional agency model of "churn and burn." We provide the context and the goal, then we trust you to execute.
- A Culture of Excellence: You will be surrounded by high-performers who push you to be better. We believe in continuous evolution and provide the environment you need to do the best work of your career.
- Top-of-Market Compensation: High base salary benchmarked against industry standards, plus annual performance-based bonuses.
- Annual Summit: A fully-funded, company-wide Out of Country retreat to celebrate our wins.
- Hardware & Gear: We provide the latest tech (MacBook Pro or equivalent) and other equipment to ensure your workspace is ergonomic and productive.
- Professional Development Budget: We provide an annual budget for courses, certifications, books, and conferences. We want you to stay sharp.
- Permanent Remote: Work from home or anywhere you are most productive.
- Time Off & Wellness: Generous paid leave policy, full medical coverage (HMO), and mental health support for you and your dependents.
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