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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in migrating digital contact center workloads to Amazon Connect, designing and implementing multi-channel solutions, and developing custom integrations using AWS services. Proficient in ensuring security, scalability, and compliance while optimizing customer and agent interactions through innovative technologies.
Highest-signal resume keywords
Amazon Connect MigrationAWS Services ProficiencyDigital Channel ImplementationCustom Widget DevelopmentGenAI Tools Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Amazon ConnectAWS LambdaAPI GatewayDynamoDBS3CloudWatchCognitoJWT AuthenticationChatbot DevelopmentDigital Routing Design
Soft Skills
Problem-SolvingCollaborationAgile Environment Adaptability
Tools & Technologies
GenesysLivePersonSalesforceServiceNowAmazon BedrockOpenAILangChainAmazon Kendra
Certifications & Qualifications
AWS Certified DeveloperAWS Certified Solutions Architect
Industry Keywords
Contact Center PlatformsRegulated IndustriesCompliance FrameworksHIPAA
Tech Stack
Tools & technologiesAWSDynamoDBServiceNow
About the role
Key responsibilities & impact- Lead migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect
- Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services
- Develop and integrate custom chat widgets and portals with JWT authentication and secure API invocation
- Build and maintain custom widgets using AWS SDKs and APIs to enhance agent and customer experiences
- Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms such as Salesforce and ServiceNow
- Implement GenAI-powered solutions for customer and agent interactions using Amazon Bedrock, OpenAI, and other LLMs
- Ensure security, scalability, and compliance across digital implementations
- Troubleshoot and optimize Amazon Connect digital setups, including routing, flows, and channel configuration
Requirements
What you’ll need- 6+ years of experience in contact center platforms, including at least 4 years in Amazon Connect
- At least 2 years of hands-on experience implementing digital channels: chat, chatbot, SMS, email, and WhatsApp
- Strong proficiency in AWS services, including Lambda, API Gateway, DynamoDB, S3, CloudWatch, and Cognito
- Experience with JWT setup, secure API invocation, and portal/chat widget integration
- Proven ability to develop custom widgets using AWS SDKs and APIs
- Familiarity with GenAI tools and frameworks, including Amazon Bedrock, OpenAI, and LangChain
- Experience designing and implementing Amazon Connect digital routing and flows
- Strong problem-solving skills and ability to work in agile, fast-paced environments
- AWS Certified Developer or Solutions Architect preferred
- Experience with Genesys and LivePerson migrations preferred
- Exposure to regulated industries and compliance frameworks such as HIPAA preferred
- Knowledge of Amazon Kendra or other AI-powered search solutions preferred
- Experience with LLMs, Foundation Models, and Small Language Models in customer experience contexts preferred
Benefits
Comp & perks- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Remote work flexibility
- Inclusive and supportive work environment
- Regular team-building company social events