We are seeking an experienced hands-on AWS Connect and IVA/IVR Engineer to join our team. In this role, you will be responsible for designing, implementing, and optimizing AWS Connect and Intelligent Virtual Assistant (IVA)/Interactive Voice Response (IVR) solutions. You will work closely with our cross-functional teams to understand business requirements and provide technical expertise to improve and scale up our AWS Connect capabilities.  If you are passionate about leveraging AWS Connect and IVA/IVR technologies, along with expertise in Lambda, SMS, chat, monitoring tools, and other AWS capabilities, to deliver exceptional customer experiences, we would love to hear from you.

What you’ll do:

• Design, develop, and implement AWS Connect solutions for our organization, ensuring high availability, scalability, and performance.
• Configure and customize IVR call flows, chatbots, and virtual assistants to enhance customer experience and optimize call routing and handling.
• Collaborate with stakeholders to gather business requirements and translate them into technical specifications for AWS Connect and IVA/IVR solutions.
• Integrate AWS Connect with Salesforce Service Cloud to streamline customer interactions and data synchronization.
• Utilize AWS Lambda to develop serverless functions for customizing and extending AWS Connect capabilities.
• Implement SMS messaging capabilities using AWS services such as Amazon SNS and Amazon Pinpoint.
• Design and deploy chat solutions leveraging AWS services like Amazon Connect Chat and Amazon Lex.
• Set up and configure monitoring tools such as Amazon CloudWatch to track and analyze AWS Connect performance and operational metrics.
• Optimize and fine-tune AWS Connect configurations to improve call center efficiency, agent productivity, and customer satisfaction.
• Conduct regular monitoring, analysis, and troubleshooting of AWS Connect and IVA/IVR systems to identify and resolve performance issues or bottlenecks.
• Stay updated with the latest AWS services and features, and propose innovative solutions to enhance our AWS Connect capabilities.
• Provide technical guidance and support to cross-functional teams, including developers, administrators, and business analysts.
• Collaborate with AWS and Salesforce architects to ensure the overall AWS architecture aligns with best practices and industry standards.

What we are looking for:

• Bachelor’s degree in Computer Science, Engineering, or a related field. Relevant certifications in AWS and Salesforce will be a plus.
• Proven experience working with AWS Connect and implementing IVA/IVR solutions.
• Strong understanding of AWS services and architecture, including Lambda, S3, EC2, CloudFormation, CloudWatch, Amazon SNS, and Amazon Pinpoint.
• Familiarity with Salesforce Service Cloud and its integration with AWS Connect.
• Proficiency in programming languages such as Python, JavaScript, or Java for customization and automation.
• Experience with call center technologies, telephony infrastructure, and CRM systems.
• Solid understanding of networking, security, and data privacy principles in cloud environments.
• Experience in designing and implementing chat solutions using AWS services like Amazon Connect Chat and Amazon Lex.
• Knowledge of monitoring tools such as Amazon CloudWatch for tracking and analyzing AWS Connect performance.
• Strong problem-solving skills and ability to troubleshoot complex issues in AWS Connect and IVA/IVR systems.
• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Ability to adapt to a fast-paced, dynamic work environment and manage multiple priorities.

Benefits at Credit Karma includes:

• Medical and Dental Coverage
• Retirement Plan
• Commuter Benefits
• Wellness perks
• Paid Time Off (Vacation, Sick, Baby Bonding, Cultural Observance, & More)
• Education Perks
• Paid Gift Week in December

Pay Transparency Notice: Credit Karma’s mission of championing financial progress for all starts from within. That’s why we implemented role-based compensation, which ensures people who are in the same role receive the same pay with variations for geographic location only. It’s all part of a more comprehensive DEI strategy that helps level the playing field. The base salary range for this role is $150,000 - $180,000, plus equity and benefits.