Amazon Connect Developer

Marlabs, a global AI and Digital Solutions Consulting firm, delivers intelligent solutions across AI, data, analytics, and product engineering. Since 2000, we have partnered with some of the largest healthcare, life sciences, financial services, and government organizations worldwide. As we continue to expand our global footprint, we have an exciting opportunity for a highly skilled Amazon Connect Developer to join our innovative and dynamic team.

As an Amazon Connect Developer, you will be responsible for designing, developing, and optimizing intelligent contact center solutions using Amazon Connect, AWS services, Salesforce integrations, and workflow automation technologies. You will play a key role in building scalable customer engagement experiences, automating call-routing processes, integrating CRM systems, and delivering high-performance contact center solutions within regulated environments. The ideal candidate combines deep Amazon Connect expertise with AWS development, API integration, and call center workflow automation experience.

• Design, develop, and maintain Amazon Connect contact flows, routing strategies, IVR experiences, queues, agent work spaces, and customer interaction workflows.
• Build and support integrations between Amazon Connect, Salesforce Service Cloud, CTI adapters, CRM platforms, and enterprise applications to enable seamless customer engagement.
• Develop AWS Lambda services and backend automation solutions using Python or Node.js to support API orchestration, customer identification, routing decisions, CRM lookups, and workflow automation.
• Design and implement event-driven architectures leveraging Kinesis, DynamoDB, API Gateway, Event Bridge, Cloud Watch, and related AWS services to support contact center operations and reporting.
• Configure and optimize Amazon Connect features including Contact Lens, Omni-Channel experiences, routing rules, workforce configurations, screen pops, analytics, and agent productivity capabilities.
• Collaborate with architects, developers, business stakeholders, and operations teams to deliver secure, scalable, compliant, and high-performing customer service solutions.

• 5+ years of experience designing and developing contact center solutions, including hands-on expertise with Amazon Connect contact flows, routing strategies, agent work spaces, and call automation.
• Strong AWS development experience, including Lambda (Python or Node.js), API Gateway, Event Bridge, DynamoDB, Kinesis, Cloud Watch, IAM, and event-driven architectures.
• Experience integrating Amazon Connect with Salesforce Service Cloud or enterprise CRM platforms, including CTI adapters, screen pop configurations, ANI matching, CRM synchronization, and customer service workflows.
• Strong expertise in REST API integration, workflow orchestration, authentication, resiliency patterns, retry handling, monitoring, and performance optimization.
• Experience implementing secure and compliant contact center solutions, including HIPAA, PHI protection, call recording requirements, audit controls, consent management, and least-privilege security practices.
• Preferred:
  Experience with Amazon Lex, Contact Lens, Infrastructure-as-Code (Terraform, Cloud Formation, CDK), Contact Trace Records (CTR), Salesforce integrations, and regulated healthcare or financial services environments.