Amazon Connect Engineer

Global Technical Talent is an Inc. 5000 Company specializing in staffing solutions. They are seeking an Amazon Connect Engineer to design, implement, and optimize Amazon Connect solutions for large-scale contact center operations, ensuring efficient user configurations and integrations with identity management systems.

Responsibilities:

• Define and document security profiles for various user roles (agents, managers, analytics, operations reporting)
• Establish access control frameworks based on business requirements and user responsibilities
• Manage ongoing profile updates and maintenance as new features are released
• Design and build call flows for inbound, outbound, and blended contact scenarios, for Omnichannel contact center, Voice, Chat and Email
• Implement Interactive Voice Response (IVR) logic for call routing and customer self-service
• Integrate Amazon Connect flows with Amazon Lex to capture caller intent
• Integrate call flows with CRM systems and backend applications
• Test call flows across multiple scenarios and optimize for efficiency
• Document call flow logic and maintain version control for changes
• Troubleshoot and resolve call flow performance issues
• Configure individual user accounts with appropriate security profiles and routing settings
• Manage multi-profile assignments (users can hold up to two concurrent security profiles)
• Ensure account settings align with business needs (auto-answer, call recording, screen capture, voicemail)
• Work with identity management teams to integrate Okta, SailPoint, and Amazon Connect
• Develop connectors between provisioning systems and Amazon Connect instances
• Support AD group management and user provisioning automation
• Integrate call flows with AWS Lambda, DynamoDB, and other AWS services as needed
• Maintain current inventory of Amazon Connect features and capabilities
• Evaluate new features released by AWS for applicability to business use cases
• Identify and document access level requirements for emerging features
• Partner with business teams to understand role-specific needs and call flow requirements
• Work with security and compliance teams on access governance
• Support offshore/onshore and commercial/government security segmentation requirements
• Collaborate with operations teams on call routing and queue management

Requirements:

• 3 years of Amazon Connect implementation experience
• Strong knowledge of call flow design and IVR development
• Experience with security profile architecture and user access management
• Familiarity with identity and access management (IAM, Okta integration)
• Experience managing large-scale user populations (400 users)
• Understanding of contact center operations and routing logic