
Low Code Engineer
2 weeks ago
Job Summary
An experienced Low Code Engineer is to design, implement, and support cloud-based contact center solutions using Amazon Connect. You will play a key role in configuring call flows, integrating third-party systems, and optimizing the overall customer service experience through cloud-native technologies.
Key Responsibilities
- Design, develop, and maintain Amazon Connect contact center solutions including quality management under Contact Lens, call flows, queues, routing profiles, and IVRs.
- Integrate Amazon Connect with other AWS services such as Lambda, Lex (Chatbots), Polly, DynamoDB, S3, CloudWatch, and external CRMs or ticketing systems (e.g., Salesforce)
- Develop Lambda functions to support real-time call processing and data integrations.
- Work closely with customer experience teams to understand business requirements and optimize call routing logic.
- Monitor, troubleshoot, and improve contact center performance using CloudWatch, AWS Connect Metrics, and analytics tools.
- Support user authentication, customer data access, and real-time reporting solutions.
- Implement CI/CD pipelines and infrastructure as code using tools like CloudFormation or Terraform.
- Ensure compliance with security and privacy standards across all voice and data interactions.
Essential Skills:
- Amazon Connect expert with thorough understanding of lex , Lambda, Contact Lens.
- Seasoned Contact Centre Technology expert and must understand nuances of experience transformations.
- Should understand CRM esp Salesforce integration, AI elements and associated guardrails.
- Amazon Connect engineer must able to Integrate generative AI / Amazon Q to provide real-time assistance to agents and customer.
- Experience with automation tools and a mindset of automating processes is crucial for scaling and improving efficiency.
- Requires a strong understanding of the AWS cloud platform and services and the ability to implement and manage solutions within that ecosystem.
- Operate and manage the underlying infrastructure within an AWS environment to support Amazon Connect and other platforms.
- Must able to customize reports and extract analytics around Interaction life cycle.
- Good understanding of Amazon Bedrock is a plus.
- An excellent written and verbal communication is a must.
Qualifications:
- 3 - 5 years of AWS development experience.
- Strong expertise in AWS Lambda, DynamoDB, CloudFront, S3, and EC2.
- Hands-on experience with Amazon Connect, including IVR call flow updates.
- Amazon Lex experience, including bot development and call flow integration.
- Strong Python programming skills (for Lambda development).
- Robust experience in call center technology and ACD (Automatic Call Distribution).
- Excellent communication skills—must be comfortable providing project updates and presenting to stakeholders.
- Self-starter, highly organized, analytical, and detail-oriented.
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