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Amazon Connect Specialist -- AMADC5826085

Job Responsibilities:

  • Design and document complex integrations between Amazon Connect and other AWS services (Glue, Athena, Lake Formation, Lex, Lambda, etc)
  • Expert knowledge in integrating Amazon Connect with Salesforce CRM using modern integration packages such as Service Cloud Voice and SCC-AC
  • Familiarity with AWS Glue ETL pipelines to extract Connect Data Lake tables from AWS to Azure for long-term storage
  • Research and implement cutting edge AI features such as Conversational IVR, AI powered Case Summary, AI-agent Contact Evaluation
  • Create and apply frameworks, methods, best practices and artifacts specific to Amazon Connect implementations
  • Communicate clearly with internal teams and customers, translating business needs into technical solutions
Required Skills:
  • Hands-on expertise with Amazon Connect configuration and administration.
  • Experience integrating with Salesforce CRM for Agent Desktop.
  • Proficiency across Amazon Connect components: Conversational AI, Omni-channel (Voice/Chat/Email/SMS), Queues, Routing Profiles, and Amazon QuickSuite.
  • Strong IVR design and skills-based routing knowledge; best practices for routing and flows.
  • Serverless development skills: AWS Lambda, API Gateway; scripting in Node.js or Python for Lambda.
  • End-to-end omnichannel architecture experience using Amazon Connect and AWS services.
  • Test automation and performance validation experience.
Story Behind the Need – Business Group & Key Projects: Can you please provide an overview of what a typical day in this role would look like, including any team members they’d be working with, structure, size, and day-to-day duties Responsibilities will be strictly limited to Amazon Connect, covering end to end design, setup, and configuration activities, as well as evaluating and delivering new feature requests driven by business requirements.

Candidate Requirements

Must-Have Skills:
  1. Experience with Amazon Connect (Conversational IVR, AI)
  2. Experience with Salesforce CRM integration
  3. End-to-end omnichannel (Voice/Chat/Email/SMS) architecture experience using Amazon Connect and AWS services
  4. Scripting in Python
  5. Test automation and performance validation experience
Nice-to-Have Skills:
  1. Architectural Design
  2. Technological evaluation
  3. Governance and compliance
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