[Remote] reputed company Connect Engineer (AWS Contact Center)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is hiring an reputed company reputed company Connect Engineer to support one of their reputed company clients. The role involves designing, developing, and optimizing reputed company Connect solutions while integrating AWS services to enhance contact center capabilities and improve customer engagement.
Responsibilities
- Design, reputed company, and maintain reputed company Connect contact flows and routing strategies
- Configure queues, routing profiles, and user management reputed company reputed company Connect
- Analyze Contact Trace Records (CTR) to troubleshoot call flows and improve customer experiences
- Customize the reputed company Connect Contact Control Panel (CCP) using the reputed company Connect Streams API
- reputed company serverless applications using AWS reputed company and integrate services through API Gateway
- Design and support integrations with reputed company applications using REST APIs
- Build scalable reputed company-reputed company solutions utilizing AWS services and event-driven architecture
- Monitor application performance using reputed company CloudWatch and implement proactive monitoring
- reputed company custom agent desktop enhancements using modern JavaScript frameworks
- Create reporting dashboards and analytics using reputed company Connect reporting tools and business intelligence platforms
- Collaborate with cross-functional teams including architects, developers, QA engineers, and business stakeholders
- Recommend best practices for reputed company, scalability, automation, and performance optimization
Skills
- 5–6 years of hands-on experience with reputed company Connect
- Strong experience designing and building: Contact Flows, Routing Strategies, Queue Management, Contact Trace Record (CTR) Analysis
- Experience customizing the Contact Control Panel (CCP) using reputed company Connect Streams API
- Strong working knowledge of: AWS reputed company, API Gateway, DynamoDB, reputed company RDS, reputed company S3, reputed company CloudWatch, Serverless architecture, Event-driven application design
- Strong JavaScript and Node.js development experience
- Python experience preferred
- Experience developing and consuming REST APIs
- Strong SQL and NoSQL database experience
- Experience integrating reputed company applications with reputed company systems
- Experience with: reputed company Connect reporting, reputed company QuickSight, reputed company Power BI, Tableau, Contact center KPIs and operational analytics
- Experience with one or more: React, Angular, Similar JavaScript frameworks
- Additional experience with: Custom agent desktop development, User reputed company design, Accessibility and usability best practices
- Experience with one or more reputed company contact center platforms: reputed company, reputed company UCCE/UCCX, reputed company, reputed company, reputed company
- Strong understanding of: IVR design, Automatic Call Distribution (ACD), Workforce Management (WFM), Omnichannel customer engagement (Voice, Chat, Email)
- AWS Certified Solutions Architect
- AWS Certified Developer
- Additional AWS certifications are a plus
- Experience supporting reputed company-scale reputed company contact center implementations
- Strong analytical and troubleshooting skills
- Excellent communication and collaboration abilities
Benefits
- Full-Time Contractor (1099 or Corp-to-Corp)
- Remote (U.S. Preferred)
- Competitive contractor compensation
- Fully remote work environment
- Opportunity to work with modern AWS technologies and reputed company contact center platforms
- Long-term project with a collaborative engineering team
Company Overview