IT Minds LLC ยท 5 months ago
Staff Engineer (AWS Connect) @ Englewood, CO (Onsite)
Englewood, CO
Contract
Onsite
Senior Level, Lead/Staff
6+ years expIT Minds LLC is seeking a Staff Engineer with expertise in AWS Connect to enhance customer experiences through the design and implementation of complex AWS Connect solutions. The role involves collaborating with cross-functional teams, developing custom contact attributes, and optimizing AWS Connect performance to deliver exceptional customer and agent experiences.
AnalyticsCloud ComputingConsultingInformation Technology
Responsibilities
Designing and implementing contact flows in AWS Connect, including IVR menus, call routing logic, and integration points with external systems
Configuring AWS Connect instances, phone numbers, queues, and other settings based on business requirements
Developing custom contact attributes, prompts, and contact flow modules to enhance the customer experience and optimize agent workflows
Writing Lambda functions in C# or JavaScript to extend AWS Connect capabilities, such as customizing call routing based on dynamic data, performing backend operations, and integrating with third-party APIs
Implementing serverless solutions using AWS Lambda to handle tasks like data processing, database operations, and business logic execution within AWS Connect contact flows
Integrating AWS Connect with other AWS services like Amazon DynamoDB for data storage, Amazon S3 for file handling, Amazon Lex for chatbot interactions, and AWS Lambda for custom business logic
Leveraging AWS SDKs and APIs to facilitate seamless communication and data exchange between AWS Connect and other AWS resources
Configuring and managing AWS API Gateway to create RESTful APIs that expose backend functionalities, including Lambda functions, for external applications and services
Implementing authentication, authorization, and API throttling policies in AWS API Gateway to ensure secure and efficient API access
Monitoring AWS Connect performance metrics, such as call volumes, wait times, and agent efficiency, using AWS CloudWatch and other monitoring tools
Analyzing data and identifying opportunities for optimization, such as fine-tuning contact flows, adjusting routing strategies, and improving system scalability and reliability
Documenting technical designs, configuration steps, code repositories, and troubleshooting procedures related to AWS Connect, Lambda functions, API Gateway, and integration points
Following AWS best practices, security guidelines, and compliance standards to ensure the robustness, security, and compliance of AWS Connect solutions
Collaborating with cross-functional teams, including business stakeholders, developers, system administrators, and support personnel, to gather requirements, deploy solutions, and provide ongoing support and maintenance
Participating in agile development processes, sprint planning, and continuous improvement initiatives to drive innovation and deliver high-quality solutions within project timelines
Troubleshooting to help resolve complex technical issues related to AWS Connect infrastructure, integrations, and functionality
Stay updated on AWS Connect best practices, industry trends, and emerging technologies to drive innovation and efficiency
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree preferred
6 years of experience in AWS Connect development and implementation
Proficiency in AWS services such as Lambda, DynamoDB, S3, CloudFormation, IAM, and CloudWatch
Strong understanding of contact center operations, including IVR systems, call routing, and telephony integrations
Experience with programming languages such as React, Python, JavaScript, or Java
Solid understanding of RESTful APIs, web services, and microservices architecture
Excellent problem-solving skills and ability to analyze complex systems to identify and resolve issues
Strong communication skills with the ability to effectively collaborate with stakeholders at all levels
Preferred
AWS certification (e.g., AWS Certified Solutions Architect, AWS Certified Developer) is a plus
Experience with CI/CD pipelines and DevOps practices is desirable
Benefits
Competitive salary and benefits package.
Opportunities for professional growth and career advancement.
Dynamic and collaborative work environment.
Flexible work arrangements.
Company
IT Minds LLC
IT Minds LLC provides the resources for long and short-term contracts. It also offers various product services.
51-200 employees
H1B Sponsorship
IT Minds LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (18)
2023 (28)
2022 (26)
2021 (12)
2020 (5)
Funding
Current Stage
Growth StageCompany data provided by crunchbase