Amazon Connect Specialist

About Quantiphi:

Quantiphi is an award-winning Applied AI and Big Data software and services company, driven by a deep desire to solve transformational problems at the heart of businesses. Our signature approach combines groundbreaking machine-learning research with disciplined cloud and data-engineering practices to create breakthrough impact at unprecedented speed.

Quantiphi has seen 2.5x growth YoY since its inception in 2013, we don’t just innovate - we lead.

Headquartered in Boston, with 4,000+ professionals across the globe. Quantiphi leverages Applied AI technologies across multiple a. Industry Verticals (Telco, BFSI, HCLS etc.) and is an established Elite/Premier Partner of NVIDIA, Google Cloud, AWS, Snowflake, and others.

We have been recognized with:

- 3x AWS AI/ML award wins
- 3x NVIDIA Partner of the Year titles
- Recognized Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst and independent research firms
- We offer first-in-class industry solutions across Healthcare, Financial Services, Consumer Goods, Manufacturing, and more, powered by cutting-edge Generative AI and Agentic AI accelerators
- We have been certified as a Great Place to Work for the third year in a row- 2021, 2022, 2023

Be part of a trailblazing team that’s shaping the future of AI, ML, and cloud innovation. Your next big opportunity starts here

For more details, visit: Website or LinkedIn Page.

Role: Amazon Connect Specialist

Experience level: 5+

Employment type: Full Time

Location: Remote (Canada)

Description:

We are seeking an experienced Amazon Connect Specialist to join our team. This role will involve designing, deploying, and managing Amazon Connect-based contact center solutions, ensuring optimal performance and a seamless customer experience. The ideal candidate will have end-to-end expertise in the configuration, integration, and administration of Amazon Connect and the ability to collaborate with business stakeholders to deliver innovative contact center solutions.

Must have skills:

Amazon Connect Expertise:

- Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilities
- Proficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and cases
- Design, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue management
- Integrate Amazon Connect with external systems, CRM tools (e.g., Salesforce, ServiceNow), AWS services (e.g., Lambda, S3), databases, and other backend systems
- Experience Architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint and other AWS services
- Proficient in AWS Lambda, API Gateway, and other serverless services
- Ability to implement test scripts to confirm quality, reliability, and efficiency of technologies
- Experience designing disaster recovery mechanisms and handling designing a scalable architecture
- Familiarity with scripting languages such as Node.js or Python for creating AWS Lambda functions

Customer Experience Optimization:

- Strong understanding of IVR design, call routing, and skills-based routing within Amazon Connect
- Implement best practices for call routing, IVR flows, and integration with AWS AI services like Amazon Lex and Polly
- Optimize Amazon Connect workflows for enhanced customer interactions

Administration & Support:

- Monitor and troubleshoot the performance of the Amazon Connect environment
- Conduct regular performance reviews and ensure compliance with industry standards and security requirements

Automation & Integrations:

- Experience in CTI integration with CRM
- Leverage AWS Lambda, Amazon Lex, and other AWS tools for process automation
- Collaborate with development teams to create custom integrations using AWS SDKs or APIs

Training & Documentation:

- Create and maintain documentation for Amazon Connect solutions and workflows
- Provide training and support to users and administrators on the operation and troubleshooting of the system

Communication Skills:

- Strong written and verbal communication skills to interact with internal teams and customers effectively

Good to have skills:

Amazon Connect Certifications:

- AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate
- Amazon Connect-specific certifications or experience with contact center implementations

AI & Machine Learning Experience:

- Experience with AI-driven solutions like Amazon Lex for building chatbots or conversational agents

Security & Compliance Knowledge:

- Familiarity with AWS security best practices, including IAM policies, data encryption, and ensuring compliance with standards like GDPR, PCI-DSS, etc

Reporting & Analytics:

- Experience using Amazon QuickSight, Tableau, or other analytics tools for building reports and dashboards

Project Management Skills:

- Ability to lead and manage projects from inception to completion, including gathering requirements, managing timelines, and delivering solutions
- Experience working in an Agile and DevOps environment

What is in it for you:

- Make an impact at one of the world’s fastest-growing AI-first digital engineering companies.
- Upskill and discover your potential as you solve complex challenges in cutting-edge areas of technology alongside passionate, talented colleagues.
- Work where innovation happens - work with disruptive innovators in a research-focused organization with 60+ patents filed across various disciplines.
- Stay ahead of the curve—immerse yourself in breakthrough AI, ML, data, and cloud technologies and gain exposure working with Fortune 500 companies.