Provide domain-specific solution Engineering for Contact Center and Voice technologies
Develop solution designs and costing for business and IT initiatives
Design contact center solutions, particularly self-service, voice authentication and routing technologies
Collaborate with peers in Architecture and Operations
Analyze call metrics and performance data
Troubleshoot routing issues and system performance problems
Maintain documentation for call flows, routing logic, and system architecture

10+ years of experience in contact center technologies and call routing
Hands-on experience with Amazon Connect (contact flows, routing profiles, queues)
Strong understanding of call routing logic and customer journey design
Experience with AWS services (Lambda, CloudWatch, S3, DynamoDB, API Gateway)
Knowledge of IVR systems, voice technologies, and telephony concepts
Ability to analyze data and generate actionable insights
Strong troubleshooting and problem-solving skills
Excellent communication and stakeholder management abilities
Degree in computer science or engineering

Software Engineer III – Contact Center Technologies, Amazon Connect

Key skills