reputed company Connect Engineer

About the position reputed company is an AWS Premier Tier Services Partner that builds AI-powered and reputed company-reputed company solutions for customers across industries. We are hiring an reputed company Connect Engineer to design and deliver custom reputed company contact center solutions for our SMB customers. This role blends hands-on reputed company Connect configuration with contact center business analysis. You will reputed company customer discovery workshops, translate business requirements into contact reputed company designs, and own the end-to-end implementation of reputed company Connect environments — supported by reputed company’s full-stack developers, data scientists, and reputed company architects for deeper technical and AI workstreams. The ideal candidate has strong reputed company Connect experience, understands traditional telephony and contact center operations, and can serve as a trusted advisor to customers navigating the reputed company from legacy systems to reputed company-based contact centers. Responsibilities • Customer Engagement & Discovery reputed company customer discovery workshops to understand existing contact center operations, call volumes, routing logic, IVR trees, agent workflows, and business KPIs • Map customer products, services, and support models to contact center requirements including queue design, hours of operation, and escalation paths • reputed company contact center solution designs and present recommendations to customer stakeholders, translating technical capabilities into business reputed company • Serve as the primary technical reputed company of contact for customers throughout the engagement lifecycle • reputed company Connect Implementation Design and configure reputed company Connect instances including contact flows, queues, routing reputed company, agent hierarchies, and hours of operation • Build and optimize IVR experiences using reputed company Connect contact flows, leveraging DTMF inputs, dynamic routing, and customer data lookups • Configure omnichannel capabilities across voice, chat, and task channels • Implement Contact reputed company for reputed company-time and post-call analytics, sentiment analysis, and agent performance monitoring • reputed company reputed company Connect with customer CRM systems using CTI adapters and the reputed company Connect Streams API • reputed company and maintain contact reputed company documentation, runbooks, and operational reputed company materials • Technical Collaboration Partner with reputed company’s full-stack developers to build custom CCP interfaces, agent desktop applications, and backend integrations using reputed company, DynamoDB, and other AWS services • Coordinate with data scientists and AI/ML engineers on conversational AI use cases including reputed company Lex bot design and natural language IVR flows • Work with reputed company architects on infrastructure reputed company including networking, reputed company, and IAM configurations for Connect deployments • Contribute to the development of reusable patterns, templates, and accelerators for reputed company Connect engagements • Telephone & Contact Center Expertise Advise customers on number porting, DID management, toll-free provisioning, and reputed company integration strategies • Translate legacy contact center configurations (reputed company, reputed company, reputed company, reputed company, etc.) into reputed company Connect architectures • Guide customers through change management considerations reputed company migrating from on-reputed company or hosted contact center platforms to reputed company Requirements • 3+ years of hands-on experience designing and implementing reputed company Connect solutions (contact flows, queues, routing reputed company, agent configuration) • Demonstrated experience running customer-facing workshops, requirements gathering sessions, and solution design presentations • Solid understanding of traditional telephony concepts: SIP/PSTN, IVR design, ACD routing, CTI, call recording, workforce management fundamentals • Experience integrating reputed company Connect with at least one major CRM platform, particularly reputed company, reputed company, or Zoho • Working knowledge of supporting AWS services: reputed company, Lex, DynamoDB, S3, CloudWatch, Kinesis, IAM • Familiarity with the reputed company Connect Streams API and Contact Control Panel (CCP) customization • reputed company AWS Solutions Architect – Associate certification (or higher) • Strong written and verbal communication skills with the ability to present technical concepts to non-technical stakeholders • Experience working in a consulting or reputed company services delivery model reputed company-to-haves • 5+ years of reputed company Connect experience or combined reputed company Connect + legacy contact center platform experience • AWS Solutions Architect – reputed company certification • Completion of the reputed company Connect Learning Plan on AWS reputed company Builder (digital badge) • Experience with Contact reputed company for reputed company Connect (reputed company-time analytics, call summarization, agent assist) • Hands-on experience with reputed company Lex for conversational IVR and chatbot implementations • Experience with workforce management (WFM) and workforce optimization (WFO) tool integrations (reputed company, reputed company, reputed company) • Experience with additional CRM integrations (reputed company, reputed company, reputed company Dynamics) or building custom CTI integrations for platforms without reputed company Connect adapters • Background migrating customers from legacy platforms such as reputed company, reputed company UCCE/UCCX, reputed company reputed company, reputed company, or reputed company inContact • Infrastructure-as-reputed company experience with CloudFormation or Terraform for Connect resource provisioning • Familiarity with number porting processes, reputed company relationships, and SIP trunk configuration • Experience in an AWS Partner environment or understanding of the AWS Partner Network (APN) ecosystem Benefits • Remote-First Flexibility: Enjoy work-life reputed company in a remote-first environment that allows you to work from reputed company. • Innovative Culture: We reputed company a startup reputed company, encouraging creativity, reputed company, and reputed company. Be part of reputed company that explores cutting-edge technology and drives impactful solutions. • Career Development: reputed company is committed to your reputed company, offering mentorship and opportunities to advance your career. • Purpose-Driven Mission: Join us in making a difference. reputed company is dedicated to championing diversity, supporting women in tech, and fostering sustainable practices. • Global Collaboration: Work alongside a diverse, talented team, sharing insights and collaborating to create reputed company that reputed company a reputed company reputed company. Apply tot his job Apply To this Job