Amazon Connect SME

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.
If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

About Quantiphi:

• Quantiphi is an award-winning, AI-First digital engineering and consulting company focused on delivering high-impact Services and Solutions that help organizations solve what truly matters. We partner with enterprises to reimagine their businesses through intelligent, scalable, and transformative AI—driving measurable outcomes at the very core of their operations.
• Since our founding in 2013, Quantiphi has tackled some of the world’s most complex business challenges by combining deep industry expertise, disciplined cloud and data engineering practices, and cutting-edge applied AI research. Our work is rooted in delivering accelerated, quantifiable business value—not just technology for technology’s sake.
• Headquartered in Boston, Quantiphi is a global organization with 4,000+ professionals serving clients across key industry verticals, including BFSI, Healthcare & Life Sciences, CPG, MFG, TME etc. As an Elite and Premier partner to leading cloud and AI platforms such as NVIDIA, Google Cloud, AWS, and Snowflake, we build and deliver enterprise-grade AI services and solutions that create real-world impact.

We have been recognized with:

• 3x AWS AI/ML award wins.
• 3x NVIDIA Partner of the Year title.
• Recognized Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst and independent research firms.
• We offer first-in-class industry solutions across Healthcare, Financial Services, Consumer Goods, Manufacturing, and more, powered by cutting-edge Generative AI and Agentic AI accelerators.
• We have been certified as a Great Place to Work for the third year in a row- 2021, 2022, 2023.

Be part of a trailblazing team that’s shaping the future of AI, ML, and cloud innovation. Your next big opportunity starts here!

For more details, visit: Website or LinkedIn Page.

Role: Amazon Connect Specialist

Experience Level: 7+ years

Employment type: Full Time

Location: Remote (USA/Canada)

Description:

We are seeking an experienced Amazon Connect Specialist to join our team. This role will involve designing, deploying, and managing Amazon Connect-based contact center solutions, ensuring optimal performance and a seamless customer experience. The ideal candidate will have end-to-end expertise in the configuration, integration, and administration of Amazon Connect and the ability to collaborate with business stakeholders to deliver innovative contact center solutions.

Must have skills:

Amazon Connect Expertise:

• Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilities
• Proficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and cases
• Design, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue management
• Integrate Amazon Connect with external systems, CRM tools (e.g., Salesforce, ServiceNow), AWS services (e.g., Lambda, S3), databases, and other backend systems
• Experience Architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint and other AWS services
• Proficient in AWS Lambda, API Gateway, and other serverless services
• Ability to implement test scripts to confirm quality, reliability, and efficiency of technologies
• Experience designing disaster recovery mechanisms and handling designing a scalable architecture
• Familiarity with scripting languages such as Node.js or Python for creating AWS Lambda functions

Customer Experience Optimization:

• Strong understanding of IVR design, call routing, and skills-based routing within Amazon Connect
• Implement best practices for call routing, IVR flows, and integration with AWS AI services like Amazon Lex and Polly
• Optimize Amazon Connect workflows for enhanced customer interactions

Administration & Support:

• Monitor and troubleshoot the performance of the Amazon Connect environment
• Conduct regular performance reviews and ensure compliance with industry standards and security requirements

Automation & Integrations:

• Experience in CTI integration with CRM
• Leverage AWS Lambda, Amazon Lex, and other AWS tools for process automation
• Collaborate with development teams to create custom integrations using AWS SDKs or APIs

Training & Documentation:

• Create and maintain documentation for Amazon Connect solutions and workflows
• Provide training and support to users and administrators on the operation and troubleshooting of the system

Communication Skills:

• Strong written and verbal communication skills to interact with internal teams and customers effectively

Good to have skills:

Amazon Connect Certifications:

• AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate
• Amazon Connect-specific certifications or experience with contact center implementations

AI & Machine Learning Experience:

• Experience with AI-driven solutions like Amazon Lex for building chatbots or conversational agents

Security & Compliance Knowledge:

• Familiarity with AWS security best practices, including IAM policies, data encryption, and ensuring compliance with standards like GDPR, PCI-DSS, etc

Reporting & Analytics:

• Experience using Amazon QuickSight, Tableau, or other analytics tools for building reports and dashboards

Project Management Skills:

• Ability to lead and manage projects from inception to completion, including gathering requirements, managing timelines, and delivering solutions
• Experience working in an Agile and DevOps environment.

What is in it for you:

• Make an impact at one of the world’s fastest-growing AI-first digital engineering companies.
• Upskill and discover your potential as you solve complex challenges in cutting-edge areas of technology alongside passionate, talented colleagues.
• Work where innovation happens - work with disruptive innovators in a research-focused organization with 60+ patents filed across various disciplines.
• Stay ahead of the curve—immerse yourself in breakthrough AI, ML, data, and cloud technologies and gain exposure working with Fortune 500 companies.