Senior Software Development Engineer - Amazon Connect

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
- Automate infrastructure...