Lead Amazon Connect (AI-enabled CI/CD + AWS Cloud Automation)

Role Overview

We are seeking a Lead Amazon Connect Engineer to help redesign and modernize a CI/CD pipeline for Amazon Connect, with a strong emphasis on using AI to accelerate feature development, testing, and delivery. The ideal candidate will be highly hands-on across Amazon Connect, AWS, Infrastructure as Code, DevOps automation, and contact-center technologies.

Must-Have Skills

  • 5+ years hands-on experience with Amazon Connect or comparable CCaaS platforms such as Genesys, NICE, or Five9.
  • Strong hands-on experience with:
  • Amazon Connect
  • Amazon Lex
  • AWS Lambda
  • Harness
  • CI/CD pipelines
  • Terraform
  • GitHub Actions
  • Lead-level experience designing, implementing, and supporting cloud-based contact center solutions.
  • Experience designing and implementing Amazon Connect Contact Flows and Flow Modules.
  • Experience with Amazon Connect Outbound Campaigns, including campaign management, contact lists, and answering-machine detection.
  • Experience with Amazon Connect Customer Profiles, identity resolution, and external data integrations.
  • Strong understanding of Routing Profiles, queues, priorities, routing logic, agent hierarchy, and skill-based routing.
  • Hands-on Amazon Lex experience, including intents, slots, fulfillment logic, and multi-turn conversations.

AWS / Cloud Services: Experience with:

  • AWS Lambda
  • DynamoDB
  • S3
  • CloudWatch
  • Kinesis
  • EventBridge
  • Infrastructure as Code (Terraform)
  • Cloud-native automation and deployment

CI/CD & Automation: Experience designing and supporting enterprise CI/CD pipelines.

  • Strong experience with Harness and GitHub Actions.
  • Experience automating Amazon Connect deployments and configuration management.
  • Experience with IaC and automated testing/deployment processes.
  • Experience using AI/GenAI to accelerate software or feature development and delivery is highly relevant to this role.

Preferred Qualifications

  • Experience with Contact Lens for real-time and post-call analytics.
  • Understanding of telephony concepts: IVR, ACD, CTI, SIP.
  • AWS certification such as Cloud Practitioner, Solutions Architect, or Specialty.
  • Experience integrating Amazon Connect with Salesforce, ServiceNow, or other CRM platforms.
  • Experience leading technical design, architecture, implementation, and production support activities.
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