Design, build, and configure Amazon Connect contact flows and IVR experiences; develop AWS Lambda functions and Lex bots; configure Contact Lens and CTRs; integrate Connect with CRMs (Salesforce, ServiceNow) and third-party APIs; monitor via CloudWatch; support IaC deployments (CloudFormation/Terraform); document designs and support UAT with stakeholders.
What You'll Do
Amazon Connect Development
- Design, build, and configure Amazon Connect contact flows, including IVR call flows, routing profiles, queues, hours of operation, and quick connects.
- Develop and integrate AWS Lambda functions to support Connect contact flows (e.g., data lookups, dynamic routing logic, third-party API calls).
- Build and tune conversational IVR experiences using Amazon Lex, including intents, slots, and bot integration with Connect.
- Configure Amazon Connect Contact Lens, call recording, and Contact Trace Records (CTRs) for reporting and quality/compliance needs.
- Integrate Amazon Connect with CRM and other backend systems (e.g., Salesforce, ServiceNow) via APIs and event streams.
- Monitor, troubleshoot, and optimize contact center performance using CloudWatch metrics, logs, and alarms.
- Support deployment and infrastructure-as-code practices for Connect instances (e.g., CloudFormation/Terraform) across environments.
Requirements & Stakeholder Support
- Partner with contact center operations, workforce management, and business stakeholders to translate call center requirements into technical Connect configurations.
- Document Connect designs, configurations, and technical specifications for the project team and future maintenance.
- Support and coordinate user acceptance testing (UAT) for new or updated contact flows.
- Communicate enhancements, changes, and issues to project managers and stakeholders.
Required
- Bachelor's degree in a technical field (e.g., computer science, engineering) or equivalent experience.
- 5–7 years of related experience.
- Hands-on experience developing and configuring Amazon Connect, including contact flows, routing, and Lambda integrations.
Preferred
- Call center / contact center experience, ideally supporting or building solutions for a live call center environment.
- Experience with Amazon Lex, Amazon Polly, and Contact Lens for conversational IVR and quality/analytics use cases.
- Familiarity with infrastructure-as-code (CloudFormation or Terraform) for deploying and managing Connect instances.
- AWS certification (e.g., AWS Certified Developer, AWS Certified Solutions Architect) a plus.
- Knowledge of Agile software development and the software development life cycle (SDLC).
- Strong analytical skills, sound judgment, and the ability to work independently and drive projects to completion.
About 10Pearls:
10Pearls is a global, purpose-driven AI - native digital engineering partner helping businesses re-imagine, digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, transformative digital products that leverage emerging technologies. 10Pearls' clients include Global 2000 enterprises, high-growth mid-size businesses, and some of the most exciting start-ups from industries like healthcare, fintech, energy, education, real estate, retail, and hi-tech. Headquartered in the Washington DC metro area, 10Pearls has product engineering and software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.
We offer a competitive compensation package, including the below benefits for full-time employees:
- Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls
- Employer-funded health reimbursement account (HRA) for the high-deductible health plan option
- Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment
- Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program
- Employer-paid short-term, long-term, life, and AD&D insurance
- Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents
- Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site
10Pearls is an Equal Opportunity Employer and is committed to maintaining a diverse workplace.
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