Role Overview
As an Amazon Connect Specialist at La Confianza, you will design cloud contact center solutions for global enterprises. You will construct IVR contact flows, Service Cloud Voice (SCV) CRM integrations, AWS Lambda serverless handlers, and real-time AI sentiment analytics.
Key Focus Areas & Impact
1
Contact Flow & Telephony Engineering: Design Amazon Connect contact flows, IVR trees, and dynamic queue routing.
2
Salesforce Service Cloud Voice Integration: Implement Service Cloud Voice (SCV) CTI connectors between AWS and Salesforce.
3
AWS Serverless & AI Automation: Develop AWS Lambda functions, Lex conversational bots, and Contact Lens analytics.
Roles & Responsibilities
- Design and configure Amazon Connect contact flows, IVR trees, routing profiles, and queue strategies.
- Implement Service Cloud Voice (SCV) integrations between Amazon Connect and Salesforce Service Cloud.
- Develop AWS Lambda functions (Node.js/Python) for real-time customer data lookup and dynamic call routing.
- Build AI conversational bots using Amazon Lex and configure sentiment analysis via Contact Lens.
- Provide technical leadership on telephony infrastructure, SIP trunking, and real-time analytics dashboards.
Required & Preferred Skills
Required Qualifications & Skills
- 3+ years of experience implementing Amazon Connect and cloud contact center architectures.
- AWS Certified Solutions Architect or AWS Certified Cloud Practitioner.
- Hands-on mastery of AWS Lambda, IAM, Lex, DynamoDB, and CloudWatch.
- Experience integrating Amazon Connect with Salesforce Service Cloud or CTI middleware.
Preferred Skills
- Experience with Genesys Cloud or Five9 integrations.
- Knowledge of real-time voice streaming protocols and WebRTC.
Apply for Amazon Connect / CX Specialist
Complete the required details below to submit your application directly to our hiring team.