Senior Amazon Connect Developer

Role overview

Miratech is seeking a Senior Amazon Connect Developer to design, build, and optimize advanced contact center solutions on AWS. You will be responsible for Amazon Connect call flows, integrations, and scalable customer engagement experiences, including routing and conversational AI.

Responsibilities

• Design, develop, and maintain Amazon Connect contact flows, IVR solutions, and call routing strategies
• Configure Amazon Connect features such as routing profiles, queues, callbacks, emergency messaging, and business hours/holiday routing
• Develop and support AWS Lambda functions and integrations with DynamoDB, S3, CloudWatch, and other AWS services
• Build and maintain integrations with CRM platforms, third-party apps, APIs, and backend systems
• Implement conversational AI and chatbot solutions using Google Dialogflow CX (or similar)
• Troubleshoot and resolve issues across Amazon Connect, AWS services, and contact center operations
• Support CI/CD and infrastructure automation using Terraform and CloudFormation
• Collaborate with business stakeholders, operations teams, and technical teams to deliver reliable, scalable contact center systems

Requirements

• 6+ years of experience in contact center technology, engineering, or operations
• 4+ years hands-on experience with Amazon Connect (contact flow design, routing strategies, IVR configuration, integrations)
• Strong experience building Amazon Connect contact flows using AWS Lambda and DynamoDB
• Expertise in call routing design (routing profiles, queues, callbacks, emergency messaging, dynamic business hours, holiday routing)
• Practical AWS experience with Lambda, DynamoDB, S3, CloudWatch
• Strong programming experience in Python for AWS Lambda and API integrations
• Experience integrating Amazon Connect with CRMs, third-party applications, APIs, and backend systems
• Understanding of telephony/contact center fundamentals (IVR, call routing, VoIP concepts, omnichannel engagement)
• Familiarity with version control (Git/GitHub or TFS)
• Experience with CI/CD and Infrastructure as Code (Terraform, CloudFormation, or similar)
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication and collaboration skills

Nice to have

• AWS certification (e.g., AWS Cloud Practitioner)
• Experience with legacy contact center platforms (Genesys, Avaya, Cisco)
• Experience with contact center reporting/analytics, WFM, and performance monitoring tools
• Experience with enterprise-scale or regulated contact center environments
• Experience with omnichannel services (portal widgets, chatbot integrations, email, SMS)