Senior Cloud Engineer
- Tech One IT
23 Hours Ago
NA
Yearly
Remote
5-10 Years
Required Skills: AWS Lambda, Python , Node.js, Amazon QuickSight,
Job Description
We are seeking a senior-level Cloud Solutions Engineer with deep expertise in Amazon Connect and AWS Serverless Architectures to take technical ownership of a critical customer delivery workstream. In this role, you will lead the end-to-end design, implementation, and deployment of complex cloud contact center capabilities, custom telephony integrations, and analytics platforms.
You will step into active engagements—taking over partially completed solution builds, driving them to completion, and aligning closely with customer requirements and customer experience (CX) designs. Beyond hands-on development, you will lead customer co-build working sessions, conduct technical knowledge transfer (KT), author comprehensive solution documentation, and provide hypercare and production support for mission-critical contact center environments.
Responsibilities
- Amazon Connect Architecture & Configuration: Design, build, test, and maintain robust Amazon Connect environments, including advanced contact flows, dynamic Interactive Voice Response (IVR), skill-based queue routing, prompts, agent hierarchies, and real-time/historical telephony settings.
- Serverless Engineering & API Integrations: Build, deploy, and optimize scalable event-driven backend services using AWS Lambda (Python or Node.js), Amazon API Gateway, Amazon DynamoDB, Amazon S3, and Amazon CloudWatch.
- Third-Party & Data Integrations: Leverage the AWS SDK and REST APIs to establish seamless integrations between Amazon Connect, external CRMs, enterprise databases, and third-party communications platforms.
- Call Recording & Search Solutions: Implement end-to-end recording storage, metadata indexing, search/retrieval workflows, and secure access controls using Amazon S3, DynamoDB, and Amazon Connect native recording/Contact Lens capabilities.
- Contact Center Analytics & Reporting: Design, develop, and modify interactive business dashboards, custom datasets, calculated fields, and performance visualizations using Amazon QuickSight; train customer stakeholders on dashboard utilization.
- Omnichannel Messaging: Configure and deploy SMS/MMS messaging channels, navigate carrier compliance rules, short-code/10DLC registration, and manage AWS messaging infrastructure.
- Testing, Rollout & Hypercare: Drive functional testing, coordinate User Acceptance Testing (UAT), remediate defects, execute cutover strategies, and provide post-deployment production hypercare support.
- Customer Co-Build & Knowledge Transfer: Act as the primary technical point of contact during collaborative customer build sessions; guide client engineering teams through architecture decisions, configurations, and handoff documentation.
- Technical Documentation: Author detailed CX solution designs, architectural diagrams, systems configuration runbooks, and formal knowledge-transfer assets.
Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or equivalent practical experience.
- 4+ years of hands-on experience designing, deploying, and supporting Amazon Connect enterprise contact center solutions.
- Strong backend serverless development skills in AWS Lambda utilizing Python or Node.js.
- Proven proficiency across core AWS services: API Gateway, S3, DynamoDB, IAM, CloudWatch, and EventBridge.
- Hands-on experience developing and publishing dashboards, calculated fields, and datasets within Amazon QuickSight.
- Direct experience engineering call recording pipelines, metadata indexing, and search/retrieval mechanisms.
- Demonstrated capability in authoring technical design documentation, architecture specifications, and leading client-facing co-build or KT workshops.
Preferred Qualifications
- Relevant AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer, or AWS Certified Data Analytics).
- Prior consulting or professional services experience guiding enterprise clients through cloud contact center migrations.
- Familiarity with Amazon Lex, conversational AI bots, and Amazon Connect Contact Lens for speech analytics.
- Experience managing carrier compliance, 10DLC, and short-code registration workflows via AWS Messaging services.
- Strong diagnostic and troubleshooting acumen across distributed cloud architectures and live telephony/SIP environments
