Low Code Engineer (Senior Consultant)

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.
• 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.