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. **Requirements** * + 3\+ years building or operating cloud contact\-center platforms; 2\+ years hands\-on with Amazon Connect. * + Solid skills in at least one language (Python, Node.js/TypeScript, 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. **Benefits** * Competitive Salary * Fun work environment * Growth Opportunities