[Hiring] AWS Connect Engineer @Capgemini

Role Description

We are seeking a highly skilled AWS Connect Engineer with strong hands-on experience in designing, implementing, integrating, and supporting enterprise-scale cloud contact center solutions using Amazon Connect. The ideal candidate will have expertise in IVR design, omnichannel integrations, automation, cloud-native development, and production support in a fast-paced environment. This role requires close collaboration with business stakeholders, architects, and development teams to deliver scalable, secure, and highly available customer engagement solutions.

• Design, develop, and configure Amazon Connect solutions, including contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies.
• Develop and maintain integrations using AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, and other AWS services.
• Integrate Amazon Connect with Salesforce Service Cloud Voice, CRM platforms, and omnichannel customer service solutions.
• Build and support conversational AI and chatbot capabilities using Amazon Lex.
• Configure monitoring, alerting, and operational dashboards using Amazon CloudWatch, SNS, and AWS monitoring services.
• Implement Infrastructure as Code (IaC) and deployment automation using AWS CloudFormation and CI/CD pipelines.
• Troubleshoot and resolve production issues, perform root cause analysis, and provide ongoing support for contact-center operations.
• Collaborate with business and technical teams to gather requirements and translate them into scalable AWS Connect solutions.
• Ensure security, reliability, performance, and compliance of cloud contact-center environments.

Qualifications

• 7+ years of experience in cloud-based contact center technologies with strong hands-on expertise in Amazon Connect.
• Proven experience designing and implementing IVR, Contact Flows, Call Routing, Queues, Routing Profiles, and Callbacks.
• Strong experience with AWS Lambda, Amazon Lex, and serverless application development.
• Experience integrating enterprise applications through REST and SOAP APIs.
• Hands-on experience with Salesforce integration, including Service Cloud Voice.
• Strong knowledge of CloudWatch, SNS, CloudFormation, and AWS operational best practices.
• Experience with Python and/or JavaScript development.
• Familiarity with Git, Jenkins, CI/CD pipelines, source control, and deployment automation.
• Experience supporting production environments, troubleshooting complex issues, and performing root cause analysis.
• Strong understanding of AWS cloud architecture, security, scalability, and reliability principles.
• Excellent communication and stakeholder management skills.

Requirements

• AWS Certifications (Associate or Professional level).
• Experience with AWS Landing Zone, Azure AD/SSO, and identity federation.
• Hands-on experience with DynamoDB, S3, Kinesis, and other AWS services.
• Experience integrating with ServiceNow, Jira, and ITSM platforms.
• Knowledge of contact-center analytics, reporting, and workforce optimization solutions.
• Exposure to AI-powered customer service solutions and generative AI integrations within contact-center platforms.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave.
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada).
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada).
• Life and disability insurance.
• Employee assistance programs.
• Other benefits as provided by local policy and eligibility.