About the Role
Aivar is building next-generation cloud contact center solutions with Amazon Connect as the foundational platform, layering GenAI and Agentic AI capabilities on top to transform customer experience delivery. We're looking for a Senior Amazon Connect Engineer to join our Delivery team and lead the design, build, and deployment of intelligent contact center solutions for our customers.
This is a hands-on delivery role — you'll be architecting and implementing production-grade Amazon Connect environments, integrating AI/GenAI features, and solving hard telephony and real-time communication problems for enterprise customers.
What You'll Do
- Architect and build Amazon Connect contact center solutions: inbound/outbound flows, IVR, routing, queues, and omnichannel (voice, chat, email)
- Own telephony end-to-end — PSTN/SIP trunking, number porting, DID/toll-free provisioning, carrier coordination, and outbound campaign setup (predictive/progressive dialing, compliance-aware calling)
- Design and troubleshoot real-time communication layers: WebRTC softphones, WebSocket event streams, HTTP/2 API integrations
- Layer GenAI/Agentic AI onto contact center workflows — virtual agents, real-time agent assist, auto-summarization, sentiment analysis, conversational self-service — using Lex, Bedrock, Contact Lens, or equivalent
- Integrate Connect with CRM/ticketing systems (Salesforce, ServiceNow, etc.) via Lambda and Connect APIs
- Architect for scale, resilience, and security per AWS Well-Architected practices
- Partner with Solutions Architects/pre-sales on scoping; lead technical delivery through go-live
- Advise customers on Amazon Connect's positioning against competing CCaaS platforms
- Produce documentation, runbooks, and knowledge transfer for customer teams
What We're Looking For
- 5+ years on cloud contact center platforms, with strong hands-on Amazon Connect experience across contact flows, ACD/routing, queues, telephony (PSTN, SIP, number porting), and real-time protocols (WebRTC, WebSockets, HTTP/2)
- Domain knowledge of competing CCaaS products (Genesys Cloud, NICE CXone, Five9, Twilio Flex, Avaya) and how Amazon Connect compares
- Hands-on experience implementing AI features on contact center platforms (virtual agents, agent assist, QA automation, summarization), including agentic/LLM patterns (tool use, orchestration, RAG)
- Strong AWS fundamentals — Lambda, API Gateway, DynamoDB, S3, IAM, EventBridge — plus IaC (CDK/CloudFormation/Terraform) and Python or Node.js
- Awareness of contact center compliance needs (PCI-DSS for payment IVR, recording consent, TCPA/DNC, data residency)
- Proven ability to lead customer-facing technical delivery — discovery through go-live — and communicate trade-offs to technical and business stakeholders alike
Nice to Have
- AWS certifications (Solutions Architect or relevant specialty)
- Experience migrating legacy/on-prem contact centers to cloud-native platforms
- Exposure to CCaaS RFP/evaluation processes from a vendor or consulting side