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
About 10Pearls:
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.
Similar Jobs
Angel or VC Firm • Professional Services • Consulting • Financial Services
Join a boutique investment banking team to build and own complex financial models, prepare client-ready presentations, drive M&A and capital-raising processes, manage diligence and coordination with advisors, and interact directly with senior clients. Requires strong analytical, quantitative, and client communication skills and elite execution on lean deal teams.
Top Skills:
Claude PluginExcelGaapIndex/MatchMacrosPivot TablesPower QueryPowerPointVlookupWordXlookup
Manufacturing
Lead design, implement, and manage hybrid on-prem and Azure infrastructure. Oversee storage/backup, virtualization, networking, automation (IaC/scripting), monitoring, security/compliance, cost optimization, and lead/mentor infrastructure engineers while coordinating cross-functional teams and supporting data center operations.
Top Skills:
AnsibleAristaAryaka Sd-WanAWSAzureAzure Virtual DesktopAzure VmsBashCisco Router/SwitchCommvaultEmcFortinetGCPHyper-VJuniper Mist WirelessNetappPowershellPythonServicenowTerraformVmware Vsphere
.png){kind=avatar}
Fintech • Machine Learning • Software • Financial Services
This position is an opportunity to fill a form for future job matching after the ASPLOS Conference with IMC Trading.
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
