Amazon Connect L3 SME

Amazon Connect L3 SME (Subject Matter Expert)

Location: Offshore ()

Job Summary: We are seeking an experienced Amazon Connect L3 SME to provide advanced support, administration, and optimization for our cloud contact center environment built on Amazon Connect. This role requires deep expertise in Amazon Connect, contact center operations, AWS services, telephony systems, and customer experience platforms.

Key Responsibilities

  • Platform Administration & Configuration
  • Configure Amazon Connect instances, queues, routing profiles, users, security profiles, and hours of operation.
  • Build contact flows, prompts, quick connects, routing logic, and callbacks.
  • Configure integrations with CRM, ticketing, workforce management, and analytics platforms.
  • Telephony configurations including DID numbers, call transfers, and voice quality troubleshooting.
  • Stakeholder Collaboration
  • Work closely with Client Tech teams, QA, developers, and infrastructure teams.

Technical Skills

  • Implementation knowledge of:
  • Connect customer
  • AWS Lambda
  • Amazon Lex
  • CloudWatch
  • IAM
  • S3
  • DynamoDB
  • API Gateway
  • Experience with telephony concepts: SIP, PSTN, DID, call flows, routing.
  • Scripting knowledge (Python, Node.js, or JavaScript).
  • Experience with REST APIs and third-party integrations.
  • Familiarity with Salesforce and FAST integration.

Nice to Have

  • Experience with Contact Lens, Voice ID, outbound campaigns.
  • Knowledge of Five9 migrations to Amazon Connect.

Experience:

  • amazon connect: 8 years (Required)
  • amazon Lex: 8 years (Required)
  • SME: 5 years (Required)

License/Certification:

  • amazon connect (Required)

Work Location: Remote

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