Senior Amazon Connect Engineer Job at The Giant Bullseye in New York

Role Overview We are seeking a Senior Amazon Connect Engineer to lead the design, development, and delivery of modern cloud-based contact center solutions leveraging Amazon Connect and related AWS services. This role will serve as a key technical authority, responsible for building scalable voice and chat solutions, driving system integrations, and ensuring high‑performing, resilient architectures that enhance customer engagement. Key Responsibilities Architecture & Design Define and own the end‑to‑end technical strategy for Amazon Connect implementations. Architect secure, scalable, and fault‑tolerant contact center systems. Lead platform modernization and migration from legacy telephony systems to AWS‑based solutions. Development & Integration Design and build advanced contact flows, Lex bots, routing logic, and IVR frameworks. Integrate Amazon Connect with Salesforce, ServiceNow, and custom CRM applications. Develop AWS‑based backend services using Lambda, API Gateway, DynamoDB, Kinesis, and EventBridge. Implement AI‑driven experiences using tools such as Amazon Bedrock, OpenAI, or LangChain. Operations & Support Support production environments and ensure system reliability through monitoring and automation. Perform root‑cause analysis and implement continuous improvements for incident management. Establish observability metrics (SLIs/SLOs) and dashboards to track performance. Leadership & Collaboration Mentor junior engineers and support team skill development. Partner with network and security teams to maintain compliance, IAM policies, and QoS standards. Deliver analytics and reporting capabilities for business operations. Required Skills & Qualifications 5–10+ years of experience in telephony, contact center technology, or AWS backend development. 3+ years hands‑on experience with Amazon Connect preferred. Strong experience with AWS services including Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM. Experience integrating with Salesforce Service Cloud Voice or similar platforms preferred. Knowledge of networking and telephony concepts such as SIP, RTP, and PSTN. Experience with REST/GraphQL APIs, JWT, and OAuth/SAML authentication. Familiarity with Terraform, CloudFormation, Git, and CI/CD automation. Strong analytical, communication, and leadership skills. Preferred Certifications AWS Certified Solutions Architect or Developer Salesforce Service Cloud or Omni‑Channel Certification #J-18808-Ljbffr