Experienced Amazon Connect Developer – Cloud Contact Center Solutions Architect and Implementation Specialist

Introduction to Workwarp and the Role

Workwarp, a pioneering force in the technology industry, is seeking an exceptional Amazon Connect Developer to join our innovative team. As a leader in cloud-based solutions, we are committed to delivering cutting-edge technology that transforms the way businesses operate. Our company culture thrives on innovation, collaboration, and a passion for excellence. We are now looking for a highly skilled and experienced Amazon Connect Developer to play a crucial role in the design, development, and implementation of complex contact center solutions leveraging the Amazon Connect platform.

Job Overview

In this role, you will be responsible for assessing, designing, developing, and implementing sophisticated contact center solutions that meet the evolving needs of our business in a hyper-growth environment. You will work closely with cross-functional teams, including product, engineering, and operations, to deliver high-quality, innovative, secure, and scalable solutions. Your expertise in Amazon Connect and AWS will be instrumental in optimizing contact center performance, analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and enhance customer satisfaction.

Key Responsibilities

• Design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
• Develop and implement custom integrations with CRM systems (Salesforce, ServiceNow, etc.), ERP Systems, Alert & Monitoring systems, and other business applications.
• Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
• Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• Stay abreast of the latest advancements in contact center technology and Amazon Connect features.
• Provide technical support, troubleshoot, and resolve technical issues related to Amazon Connect and its integrations.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Amazon Connect Expertise: Deep understanding of Amazon Connect core features and capabilities, including Contact Lens. Proven experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly, etc.
• AWS Experience: Solid experience with AWS infrastructure and services, including ECS, S3, Lambda, Aurora PostgreSQL, Dynamo DB, etc. Experience with AWS Security best practices.
• CRM Integrations and 3rd Party Integrations: Proven experience integrating Amazon Connect with various CRM systems (Salesforce, ServiceNow, etc.). Experience with CRM APIs and data models. Good to have experience integrating with WFM systems like Verint.
• Technical Skills: Strong programming skills using Java, Spring Boot. Experience with SQL and NoSQL databases (e.g., AWS RDS, Dynamo DB, Aurora, etc.). Experience working in Agile environments (Jira). Strong experience with DevOps practices and CICD (Terraform, Jenkins, Spinnaker, Git, etc.). Experience and understanding of security protocols and systems (e.g., Active Directory, IAM, SAML, SSO, etc.) in line with legal and regulatory requirements (PCI DSS, PII, HIPPA, GDPR, etc.).

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications will be advantageous:

• Experience with networking concepts and protocols, especially in a telephony environment.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Required Experience

To be considered for this role, you will need to have:

• 5+ Years of experience in Contact Center technologies and Cloud Architecture.
• 5+ Years of hands-on experience with Amazon Connect and AWS.
• 2+ Years of experience using Terraform.

Career Growth Opportunities and Learning Benefits

At Workwarp, we are committed to the growth and development of our employees. As an Amazon Connect Developer, you will have access to:

• Ongoing training and professional development opportunities to enhance your skills and knowledge in Amazon Connect and AWS.
• Collaboration with cross-functional teams to develop innovative solutions and share best practices.
• Opportunities to work on complex and challenging projects that will test your skills and expertise.
• A dynamic and supportive work environment that encourages creativity, innovation, and experimentation.

Work Environment and Company Culture

At Workwarp, we pride ourselves on our positive and inclusive company culture. We offer:

• A flexible and remote work environment that allows you to work from anywhere.
• A collaborative and dynamic team that is passionate about innovation and excellence.
• Regular team-building activities and social events to foster a sense of community and camaraderie.
• A commitment to diversity, equity, and inclusion that values and respects the contributions of all employees.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of perks and benefits, including:

• A comprehensive benefits package that includes health, dental, and vision insurance.
• A 401(k) retirement plan with company matching contributions.
• Flexible paid time off and holidays to allow you to recharge and pursue your interests.
• Access to the latest technology and tools to help you stay up-to-date with industry trends and developments.

Conclusion

If you are a motivated and experienced Amazon Connect Developer looking for a new challenge, we encourage you to apply for this exciting role. With your expertise and our innovative approach, you will have the opportunity to make a real impact and contribute to the growth and success of our company. Don't miss out on this opportunity to join our dynamic team and take your career to the next level. Apply now and start your journey with Workwarp today!