Our Client is seeking an AWS Connect Solutions Engineer to design, build, and optimize cloud contact center experiences on Amazon Connect for a leading Energy & Utilities company. You’ll partner with product, operations, and customer experience teams to deliver scalable, secure, and data-driven customer service capabilities-spanning IVR, chat, and omnichannel messaging-while integrating with core enterprise platforms.
Responsibilities:
- Design & Implementation: Architect and implement Amazon Connect solutions including contact flows, routing profiles, queues, prompts, and agent experiences
- Conversational AI: Build and tune bots using Amazon Lex, leveraging NLU best practices and analytics to improve containment and CSAT
- Serverless Integrations: Develop AWS Lambda functions and integrate DynamoDB, S3, and internal/external APIs to enable real-time data dips, authentication, and workflow orchestration
- Messaging & Notifications: Configure outbound and event-based communications using AWS Pinpoint (or equivalent End User Messaging) for SMS, email, and push campaigns
- Reporting & Analytics: Create dashboards and scheduled reports for contact center KPIs (AHT, FCR, NPS/CSAT, containment, SLA, occupancy), and enable data exports to analytics platforms
- Security & Compliance: Apply IAM, KMS encryption, logging/monitoring (CloudWatch/CloudTrail), and data retention policies aligned to utility industry standards
- Automation & IaC: Implement repeatable environments with Infrastructure as Code (IaC) and CI/CD, emphasizing testing, versioning, and rollback strategies
- Performance & Reliability: Optimize latency, concurrency, and cost; troubleshoot call flow issues, Lambda performance, and telephony/SIP integrations
- Stakeholder Enablement: Document solutions, conduct knowledge transfer, and assist operations teams with run-books and incident response
Requirements
- Automation-first mindset; AWS certification(s) (e.g., Solutions Architect, Developer, ML, Contact Center Specialty if available) are a plus
- 4-8+ years total software/solutions engineering experience; 2-4+ years focused on Amazon Connect implementations
- Amazon Connect-end-to-end configuration (contact flows, routing, prompts), call recording, chat, hours of operation, profiles, and quick connects
- Amazon Lex-bot design, slot elicitation, Lambda hooks, multi-intent flows
- AWS Lambda-Node.js or Python preferred; event-driven patterns; error handling and retries
- AWS Pinpoint or End User Messaging-campaign setup, segments, templates, and deliverability best practices
- Amazon DynamoDB-schema design for low-latency contact attributes, TTL, and capacity tuning
- Demonstrable projects in Energy/Utilities, telecom, or regulated industries preferred
- Familiarity with Contact Lens, call/transcript analytics, sentiment, and QA workflows
- Knowledge of telephony fundamentals (SIP, codecs, PSTN), call routing, and number management
- Experience with monitoring/observability (CloudWatch, X-Ray, alarms, tracing) and cost governance
- Strong communicator who can translate business requirements into technical designs and clear documentation
Nice to Have (Preferred Qualifications):
- Service/Experience Design background with rapid learning and prototyping mindset.
- Hands-on with AWS customer engagement tools (Connect, Lex, Contact Lens, Kinesis, Pinpoint, etc.)
- Proven ability to configure contact flows and build reports in Amazon Connect (native & custom)
- Experience integrating IVR with platforms via APIs and AWS services (Lambda, DynamoDB, S3, Kinesis, EventBridge)
- Practical exposure to multiple AWS services, including at least two AI services (e.g., Contact Lens, Comprehend, Bedrock, Transcribe, Polly)
- Strong scripting (Python/Node/TypeScript) and implementing AWS environments as code (CloudFormation/CDK/Terraform)
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