Senior Amazon Connect Engineer

Job description

We are seeking a highly skilled Senior Amazon Connect 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. 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 configuration 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 Have 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. We offer: 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. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. All your information will be kept confidential according to EEO guidelines. Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a valuesdriven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.