Senior Specialist - Interactive

Role Summary

Lead the engineering implementation of Amazon Connect capabilities and convert architecture into productionready contact flows integrations AI tools and market configurations Own technical quality delivery predictability team guidance and release readiness

• Key Responsibilities
• Break solution designs and product features into implementable technical stories tasks and estimates
• Lead configuration of Connect contact flows flow modules queues routing profiles prompts hours of operation quick connects security profiles and agent workspaces
• Guide implementation of Amazon Q in Connect AI agents system prompts knowledge integration tool schemas guardrails and escalation logic
• Lead LambdaAPI integrations with order OMS membership identity and Salesforce services enforce error handling idempotency timeouts and correlation logging
• Own code and configuration reviews branching strategy unit tests deployment readiness and technical documentation
• Coordinate DEV STG and PRD promotions through GitHub Actions and IaC pipelines support controlled regional rollouts
• Partner with QA on testability traceability test data defect triage regression scope and release exit criteria
• Diagnose complex defects using contact IDs flow logs CloudWatch Lambda logs CTRs Contact Lens and agentevent data
• Mentor developers enforce secure coding and AWS WellArchitected practices and reduce technical debt through reusable modules
• Provide production stabilization support and lead rootcause analysis for priority incidents
• MustHave Skills and Experience
• Handson Amazon Connect configuration and development including contact flows routing and Lambda invocation
• Strong Nodejs TypeScript Python or Java skills and experience with RESTJSON OAuth 20 and APIkey integrations
• Working knowledge of Amazon Q in Connect Bedrock Lex V2 Contact Lens and AIagent safety controls
• Experience with Git automated CICD CloudFormationCDKTerraform and environmentbased deployments
• Strong troubleshooting code review technical estimation and Agile team leadership skills
• Preferred NicetoHave
• AWS Certified Developer Associate or Solutions Architect AssociateProfessional
• Experience with multiregion Connect implementations and marketspecific localization
• Experience with Salesforce Service Cloud Cognigy OMS or retail customerservice platforms
• Knowledge of Kinesis analytics data lake Athena and Power BI reporting
• Expected Deliverables
• Sprintready technical design and estimates
• Productionquality flows Lambda integrations AI tools and IaC assets
• Review evidence deployment plans runbooks and support handover
• Defect resolution and release readiness across functional and NFR testing
• Indicative Success Measures
• Sprint commitments and release milestones met with controlled carryover
• Low escapeddefect and rollback rates
• Codereview unittest and deploymentcontrol compliance
• Mean time to diagnose and resolve production issues
• Key Working Relationships
• Business and market customerservice stakeholders operations and BPO teams
• Product Owner Solution Architect Technical Lead Developers QA and DevOpsSRE

AWS cloud platform security privacy identity dataanalytics and enterprise integration teams