About the position
We are seeking a highly skilled Senior Developer with deep expertise in AWS and Amazon Connect to lead the development of digital contact center solutions. The ideal candidate will have a strong background in cloud-based contact center platforms, digital channel implementations, and GenAI integrations. This role will focus on building scalable, secure, and intelligent customer engagement solutions across chat, email, SMS, and WhatsApp.
Responsibilities
• Lead the migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect.
• Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services.
• Develop and integrate custom chat widgets and portals, including JWT authentication and secure API invocation.
• Build and maintain custom widgets using AWS SDKs and APIs for enhanced agent and customer experiences.
• Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms (e.g., Salesforce, ServiceNow).
• Implement GenAI-powered solutions for customer and agent interactions using Amazon Bedrock, OpenAI, and other LLMs.
• Ensure robust security, scalability, and compliance across all digital implementations.
• Troubleshoot and optimize Amazon Connect digital setups, including routing, flows, and channel configurations.
Requirements
• 5+ years of experience in contact center platforms, with at least 3 years in Amazon Connect.
• At least 2 years of hands-on experience implementing digital channels (chat, chatbot, SMS, email, WhatsApp).
• Strong proficiency in AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, Cognito, etc.
• Experience with JWT setup, secure API invocation, and portal/chat widget integration.
• Proven ability to develop custom widgets using AWS SDKs and APIs.
• Familiarity with GenAI tools and frameworks (Amazon Bedrock, OpenAI, LangChain, etc.).
• Experience in designing and implementing Amazon Connect digital routing and flows.
• Strong problem-solving skills and ability to work in agile, fast-paced environments.
Nice-to-haves
• AWS Certified Developer or Solutions Architect.
• Experience with Genesys and LivePerson migrations.
• Exposure to regulated industries (e.g., healthcare, finance) with compliance frameworks like HIPAA.
• Knowledge of Amazon Kendra or other AI-powered search solutions.
• Experience with LLMs, Foundation Models, and Small Language Models in customer experience contexts.
Benefits
• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.