Website:
theastdigital.com
Job details:
Job Title
Amazon Connect Engineer
Location
Full-time / Consultant
Role Overview:
We are looking for a Senior AWS Contact Center Engineer to design, build, and scale a modern cloud contact center platform using Amazon Connect. This role will own solution architecture and implementation across voice, chat, IVR, CRM integrations, analytics, and operational excellence. You will partner with product, operations, and customer support teams to deliver reliable, secure, and customer-first experiences.
What You’ll Do
• Design and implement Amazon Connect contact flows for inbound, outbound, callbacks, queues, and routing strategies.
• Build and maintain integrations using AWS Lambda, API Gateway, EventBridge, SQS/SNS, and Step Functions.
• Implement self-service capabilities using Amazon Lex and improve voice experience with Polly.
• Enable quality and insights with Contact Lens, transcription, sentiment analysis, and operational dashboards.
• Define and implement data pipelines for recordings, transcripts, and reporting (S3, Redshift, QuickSight).
• Ensure security, privacy, and compliance using IAM, KMS, CloudTrail, and AWS security best practices.
Required Qualifications
• 5+ years in cloud engineering, with 2+ years hands-on Amazon Connect experience.
• Strong experience with AWS serverless architecture (Lambda, API Gateway, EventBridge, SQS/SNS).
• Proficiency in Node.js/TypeScript or Python for backend services and integrations.
• Experience building IVR/contact flows and omnichannel routing in contact center platforms.
• Experience integrating contact center systems with CRM/case management platforms.
• Solid understanding of security architecture, IAM least-privilege design, and encryption controls.
• Strong communication skills and ability to work across technical and non-technical stakeholders.
Why Join Us
• Build a high-impact, customer-facing platform at scale.
• Work with modern AWS-native architecture and AI-assisted contact center capabilities.
• Collaborative team with strong ownership and growth opportunities.
How to Apply
Please send your resume and a short note describing
Your Amazon Connect implementation experience to hr@theastdigital.com
Click on Apply to know more.
