AWS Connect Developer

We are seeking an experienced AWS Connect Developer to design, develop, configure, integrate, and support solutions built on Amazon Connect. The role requires strong hands-on experience across contact-centre functionality, customer journeys, Cases, Tasks, Contact Flows, routing, integrations, APIs, and AWS services.

The successful candidate will be comfortable translating business and customer-service requirements into scalable Amazon Connect solutions and working across development, testing, deployment, and production support.

Core AWS Connect Experience

The candidate should have strong practical experience with:

• Amazon Connect architecture, configuration, and administration.
• Contact Flows and modular/reusable flow design.
• Queues, routing profiles, agents, users, security profiles, and hours of operation.
• Contact Centre voice and telephony configuration.
• IVR and self-service customer journeys.
• Inbound and outbound contact handling.
• Customer Profiles and customer data integration.
• Contact Trace Records (CTRs) and contact history.
• Call recording, monitoring, quality management, and reporting.
• Contact Lens and conversational analytics where required.
• Prompts, audio, text-to-speech, and speech recognition.
• Lambda integrations within Contact Flows.
• Amazon Connect APIs and SDKs.
• Event-driven integrations using AWS services.
• Troubleshooting and performance optimisation of Connect solutions.

Amazon Connect Cases

Hands-on experience with Amazon Connect Cases is required or strongly preferred.

The developer should be able to:

• Design case-management journeys around customer interactions.
• Configure case templates, fields, statuses, and workflows.
• Understand the relationship between contacts, customers, and cases.
• Create and update cases through Amazon Connect functionality and APIs.
• Integrate Cases with external CRM, case-management, or customer-service platforms.
• Design Contact Flows that create, retrieve, update, or associate cases where appropriate.
• Support agent workflows involving multiple contacts against a single customer case.
• Implement appropriate permissions and access controls for case information.
• Troubleshoot case creation, retrieval, and integration issues.
• Consider reporting, auditability, and operational requirements when designing case solutions.

Amazon Connect Tasks

Experience with Amazon Connect Tasks should form part of the role.

Responsibilities may include:

• Designing task-based agent workflows.
• Configuring task routing and queues.
• Creating follow-up tasks from customer interactions.
• Using Tasks for asynchronous customer-service activities.
• Integrating Tasks with Lambda, APIs, CRM platforms, and other AWS services.
• Designing workflows where a voice/contact interaction creates subsequent agent work.
• Managing task priorities, expiry, routing, and agent assignment.
• Troubleshooting task-routing and workflow issues.
• Using Tasks alongside Cases to create an end-to-end customer-service journey.

Contact Flows and Customer Journeys

The developer should be highly proficient in Contact Flow development, including:

• Inbound call flows.
• Customer authentication.
• IVR menus.
• Queue and routing logic.
• Customer identification and lookup.
• Case lookup and creation.
• Task creation.
• Agent transfer and escalation.
• Callback functionality.
• Error handling and fallback journeys.
• Business-hours and holiday handling.
• Customer data collection.
• Lambda/API integration.
• Dynamic prompts and attributes.
• Secure handling of customer information.
• Reusable flow modules and maintainable flow architecture.

Testing and Deployment

The developer will be expected to:

• Produce technical designs and implementation documentation.
• Develop solutions in controlled environments.
• Create unit and integration tests.
• Test Contact Flows and integrations end-to-end.
• Support UAT.
• Investigate and resolve defects.
• Deploy changes through appropriate CI/CD processes.
• Maintain version control and release documentation.
• Support production releases and rollback procedures.

Essential Experience

• 3+ years of software development/integration experience.
• Strong hands-on Amazon Connect development experience.
• Strong Contact Flow experience.
• Experience with AWS Lambda and AWS APIs.
• Experience with REST/API integrations.
• Experience with Amazon Connect Cases.
• Experience with Amazon Connect Tasks.
• Experience integrating Amazon Connect with external systems.
• Experience troubleshooting production contact-centre environments.
• Understanding of AWS IAM, security, logging, and monitoring.
• Experience with Git and modern development practices.