Amazon Connect Developer

Responsibilities

• Design and implement scalable and resilient solutions on Amazon Connect via infrastructure as code, contribute to large‑scale projects, including system upgrades, platform migrations, and feature implementations.
• Architect custom CCP, contact flows, IVRs, routing profiles, and agent hierarchies.
• Develop and deploy custom contact flows and automation scripts; configure call routing, queues, and user permissions.
• Optimize contact centre operations through data analysis and feedback loops.
• Implement real‑time and historical reporting solutions using AWS analytics tools.
• Integrate Amazon Connect with third‑party CRMs, ticketing systems, and workforce management tools; customize agent and customer experiences using APIs and SDKs.
• Leverage AI/ML tools (e.g., Amazon Lex for chatbots, Amazon Polly for text‑to‑speech) to enhance customer interactions.
• Analyse existing and new voice and data networks (as needed), troubleshoot, maintain, upgrade, and identify problem areas; solve issues proactively.
• Monitor system performance to ensure high availability, security, and compliance of the contact centre infrastructure.
• Work closely with manager and stakeholders, including business analysts, developers, and operations teams to deliver on agreed dates and raise issues/risks in a timely manner.
• Provide technical support and training to internal teams and end‑users.
• Document system configurations, workflows, and best practices.
• Provide high‑level operational support acting as an escalation point for work stoppages.
• Follow Maximus implementation standards and change control processes, understand business processes, and develop unit and integration test scenarios in accordance with system requirements and business process changes.

• Degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology, or related discipline, or equivalent professional technical experience.
• 4+ years of experience in cloud‑based contact centre solutions (specifically Amazon Connect).
• Expertise in AWS Services and Infrastructure as Code.
• Deep understanding of IAM and securing AWS environments.
• Strong scripting or programming skills (e.g., Python, JavaScript).
• Expertise with Dev Ops practices and tools (e.g., CI/CD, Cloud Formation, Terraform).
• Familiarity with AWS services:
  Amazon Connect, Dynamo
  
  DB, Lambda, Step Function, S3, Kinesis (data/video), Stream/Firehose, Event Bridge, Cloud Watch, Cloud Trail, API Gateway, Amazon Lex, and Cloud Front.

• Good technical problem‑solving skills and ability to collaborate in troubleshooting challenging configurations.
• Proactive, methodical, and thorough approach to operations management.
• Excellent ability to communicate in both written and oral forms to technical and non‑technical audiences at all levels.
• Ability to work independently to achieve objectives and manage multiple high‑priority initiatives simultaneously.
• Customer and user focussed, with the ability to understand and manage stakeholder goals and priorities across multiple Business Divisions.
• Flexible and pragmatic attitude, able to work effectively in a fast‑paced, ambiguous environment.
• Excellent influencing of peers, senior executives, customers and partners in delivery of operational priorities and maintaining positive and productive relationships.

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well‑being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.