Amazon Connect Communications Engineer

Marlabs is seeking an Amazon Connect Communications Engineer to lead the design and deployment of Amazon Connect solutions. The role involves developing Amazon Lex bots, integrating systems with CRM platforms, and providing technical leadership for future expansions.

Responsibilities:

• Lead the design, configuration, and deployment of Amazon Connect
• Develop and maintain Amazon Lex bots, intents, and conversational flows
• Integrate Amazon Connect with CRM systems and other enterprise platforms such as Salesforce
• Support the migration from Cisco-based telephony systems to AWS-based solutions
• Collaborate with cross-functional teams to ensure a seamless transition and optimal user experience
• Monitor and troubleshoot system performance using observability tools like Datadog
• Provide technical leadership and documentation for future expansion to 3,000+ phone lines

Requirements:

• Proven experience with Amazon Connect in a production environment
• Hands-on experience with Amazon Lex, including building intents and voice-to-text AI workflows
• Strong understanding of contact center as a service (CCaaS) platform
• Familiarity with enterprise telephony systems such as Cisco, PBX, Genesys, or Avaya
• Proficiency in AWS Lambda for backend integrations and automation
• Experience with multichannel contact center solutions (voice, chat, email)
• Ability to work with complex telephony architectures and cloud-native tools
• Experience with AWS Chime SDK
• Background in software development or traditional call system engineering
• Familiarity with Salesforce, Amazon Chime, and/or other boot controllers
• Experience in healthcare or regulated industries is a plus