AWS Connect SME (Example)

Job description

AWS Connect SME - Amazon Connect - AWS Lambda - Contract - Outside IR35 My client are looking for a Senior AWS Connect Engineer who can take the lead on their Amazon Connect platform. You’ll be the go‑to person for designing, building, and improving their cloud contact center, working closely with teams across the business to make sure everything is scalable, secure, and runs smoothly.

Responsibilities

• Design, build, and maintain Amazon Connect contact center solutions
• Integrate Amazon Connect with CRM, ticketing, and other internal systems
• Develop and maintain contact flows, IVRs, routing logic, and call recording policies
• Implement automation, monitoring, and alerting for contact center services
• Lead troubleshooting and performance tuning for voice and chat workflows
• Collaborate with stakeholders to gather requirements and translate them into technical designs
• Provide technical guidance, best practices, and mentorship to junior team members
• Ensure security, compliance, and reliability of the contact center platform

Requirements

• 5 years in cloud engineering, including 3 years hands‑on with Amazon Connect
• Strong practical experience with:
• Amazon Connect (contact flows, queues, routing profiles, hours of operation)
• AWS Lambda, API Gateway, IAM, CloudWatch, S3, DynamoDB (or similar)
• Solid track record integrating Amazon Connect with internal and third‑party systems (CRM, ticketing, identity, etc.)
• Good understanding of telephony concepts (SIP, call routing, IVR, ACD, CTI)
• Comfortable with at least one programming language (Python, Node.js, or JavaScript)
• Experience using Infrastructure as Code (CloudFormation, CDK, or Terraform)
• Strong grasp of AWS security, networking, and identity
• Able to communicate clearly with both technical and non-technical stakeholder

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