Cloud Migration Engineer

1 day ago

Singapore ZENITH INFOTECH (S) PTE LTD. Full time

**Key Responsibilities**:

- Design and Development:

- Design, build, and customize contact flows, queues, and routing profiles within Amazon Connect to meet business requirements.
- Develop and implement interactive voice response (IVR) systems and chatbot solutions using Amazon Lex and other AI/ML services.
- Create and manage agent configurations, profiles, and dashboards.
- **Integration**:

- Implement and manage data streaming and analytics solutions using services like Amazon Kinesis and Amazon S3 for reporting and insights.

**- Optimization and Maintenance**:

- Monitor, troubleshoot, and resolve issues related to Amazon Connect and its integrations, ensuring high availability and performance.
- Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to enhance customer experience and operational efficiency.
- Utilize Amazon CloudWatch and other monitoring tools for logging, metrics, and alarms.

**- Collaboration and Best Practices**:

- Collaborate with cross-functional teams, including product managers, developers, and business stakeholders, to gather requirements and deliver solutions.
- Stay up-to-date with the latest advancements in Amazon Connect, AWS services, and contact center technologies.
- Implement and adhere to security best practices for AWS and contact center solutions (e.g., IAM, KMS, data privacy regulations).
- Develop and maintain comprehensive technical documentation.
- Participate in proof-of-concept (PoC) engagements and solution workshops.
- Employ DevOps practices, including Infrastructure as Code (IaC) using tools like AWS CloudFormation or Terraform, and CI/CD pipelines for efficient and reliable deployments.

**Required Qualifications**:

- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Proven hands-on experience (typically 2-3 years) in designing, implementing, and managing Amazon Connect solutions.
- Deep understanding of Amazon Connect core features and capabilities, including contact flows, CCP (Contact Control Panel), routing, and reporting.
- Strong experience with core AWS services such as:

- AWS Lambda
- Amazon Lex
- Amazon S3
- Amazon DynamoDB
- Amazon Kinesis
- Proficiency in one or more programming/scripting languages (e.g., Node.js).
- Experience with integrating Amazon Connect with CRM platforms and other third-party systems.
- Understanding of telephony concepts (SIP, RTP, VoIP) and contact center operations.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Strong communication and interpersonal skills, with the ability to work effectively in a team environment.

**Preferred Qualifications**:

- AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator).
- Experience with Agile development methodologies.
- Understanding of regulatory compliance relevant to contact centers (e.g., GDPR, HIPAA, PCI DSS).
- Experience with migrating legacy contact center systems to Amazon Connect

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