Gazelle Global
Amazon Connect Engineer / Lead Developer
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Amazon Connect Engineer / Lead Developer
Amazon Connect Engineer / Lead Developer
About the Role
We are seeking an Amazon Connect Engineer / Lead Developer to design and deliver secure, scalable AWS platforms for voice, chat, IVR, and assisted service. This includes integrations with customer applications and LivePerson, ensuring solutions align with enterprise architecture and regulatory standards. This client-facing role requires strong AWS expertise and stakeholder engagement to enhance customer experience.
Responsibilities
- Design, develop, and implement an Amazon Connect-based omni-channel contact center solution
- Build and manage contact flows, IVR, routing strategies, queues, and agent experiences (CCP/UI)
- Develop backend integrations using:
- AWS Lambda
- API Gateway
- DynamoDB
- S3
- Kinesis
- REST APIs
- Implement AI/ML-driven automation using:
- Amazon Lex
- Contact Lens
- AWS Transcribe
- Kendra service
- Support CI/CD pipelines, Infrastructure as Code (Terraform / CloudFormation), and DevOps practices
- Monitor, troubleshoot, and optimize production environments, ensuring alignment with enterprise standards and cloud best practices
- Participate in architecture and design discussions, documenting solution designs, configurations, and operational procedures
- Engage directly with customers to:
- Understand business needs
- Present technical solutions
- Provide consulting support
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Essential Skills & Experience
Technical Requirements
- Strong hands-on experience with Amazon Connect (flows, routing, integrations)
- Proven experience with AWS services:
- Lambda
- API Gateway
- DynamoDB
- CloudWatch
- S3
- Proficiency in Node.js / Python / JavaScript and REST API development
- Solid understanding of contact center technologies:
- IVR
- ACD
- CTI
- Call recording
- NLPs
- Experience delivering production-scale cloud contact center solutions
- Knowledge in IAM, security, compliance, and cloud governance
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Desirable Skills & Experience
- Client-facing, confident communicator
- Proactive, self-driven, and solution-oriented
- Strong team player with a leadership mindset
- Experience working in Agile and cross-functional teams
- Stakeholder management expertise
- Commitment to delivery excellence and quality standards
- Mid to Senior Level (4–6+ years overall, with 3–5 years on Amazon Connect)
Additional Preference
- AWS Certification (Solutions Architect or Developer)
- Experience with Amazon Lex, Contact Lens, and AI/ML integrations
- Exposure to real-time analytics and reporting (QuickSight, Kinesis)
- Experience with React and modern web technologies
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