Amazon Connect Developer

Job Description – Amazon Connect Developer

Role Title: Amazon Connect Developer

Experience: 4–8 years

Role Overview

Amazon Connect Developer

Contact Flows

inbound call flows

Key Responsibilities

Amazon Connect Development

• Design, build, and optimize

  Amazon Connect Contact Flows

  (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).
• Configure and manage

  Phone Numbers

  (DIDs, toll-free), routing profiles, and queues.
• Implement

  Agent Experience

  features – Contact Control Panel (CCP), call controls, metrics.
• Implement

  call recordings

  ,

  S3 storage

  ,

  encryption policies

  , and retention settings.
• Develop

  Lambda functions

  for API-based integrations and dynamic routing logic.
• Configure

  Call Disposition / Wrap-Up codes

  and return values to external systems.

Integration (Core Requirement)

• Integrate Amazon Connect with

  Salesforce (Salesforce Voice / Service Cloud)

  .
• Map caller ID / ANI to

  Lead/Contact

  → enable

  screen pop

  on inbound calls.
• Develop bidirectional data flows using:
• AWS Lambda
• Amazon Connect Streams API
• Amazon EventBridge
• Amazon SQS / SNS
• Work closely with CRM teams to ensure consistent logging of call activities and outcomes.

Contact Center Features

• Build solutions for:
• Outbound click-to-call
• Last-agent routing
• Skill-based routing
• Automated messaging on call outcome
• Voicemail routing
• Queue-based dashboards
• Implement

  real-time and historical reports

  using Amazon Connect, CloudWatch, or QuickSight.

Security & Compliance

• Apply IAM best practices (least privilege access).
• Secure S3 buckets, encryption, retention policies.
• Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).

Testing & Deployment

• Conduct functional and UAT testing.
• Implement CI/CD best practices using CloudFormation or IaC tools.
• Monitor deployments across multiple environments.

Required Skills & Experience

Technical Skills

• Strong hands-on experience in

  Amazon Connect

  (REQUIRED).
• Proficiency in AWS services:
• AWS Lambda
• Amazon S3
• Amazon DynamoDB
• Amazon CloudWatch
• IAM
• SNS / SQS
• API Gateway
• Experience integrating with

  Salesforce Voice

  ,

  Service Cloud

  , or other CRMs.
• Strong JavaScript or Python development skillset (for Lambda).
• Familiarity with JSON, REST APIs, and secure integrations.
• Experience in telephony concepts:
• SIP
• Call flows
• ANI, DNIS
• Short-code / long-code routing
• Recording retention

Soft Skills

• Strong communication and documentation skills.
• Ability to work with cross-functional teams (CRM, Marketing Cloud, Telephony, Networking).
• Analytical problem-solving skills with attention to detail.
• Ability to manage priorities in a fast-paced environment.

Preferred / Good-to-Have

• Experience with

  Salesforce Voice

  or

  Amazon Connect CTI Adapter

  .
• Knowledge of

  Amazon Lex

  ,

  Polly

  ,

  Kinesis

  , or

  QuickSight

  .
• Experience in Education sector or CRM-driven contact center solutions.
• Salesforce Admin or AWS Associate certification (nice to have).