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Capgemini

Global consulting, technology services, outsourcing

AWS Connect Engineer

Enterprise ApplicationsUpdated on Nov 14
Full-timeRemote in Canada

About the Job

Requirements

  • At least 7 years of experience in cloud-based contact center technologies, with strong hands-on expertise in Amazon Connect.
  • Experience designing and implementing IVR, contact flows, call routing, queues, routing profiles, and callbacks.
  • Strong experience with AWS Lambda, Amazon Lex, and serverless application development.
  • Experience integrating enterprise applications through REST and SOAP APIs.
  • Hands-on experience with Salesforce integration, including Service Cloud Voice.
  • Knowledge of CloudWatch, SNS, CloudFormation, and AWS operational best practices.
  • Experience with Python and/or JavaScript development.
  • Familiarity with Git, Jenkins, CI/CD pipelines, source control, and deployment automation.
  • Experience supporting production environments, troubleshooting complex issues, and performing root cause analysis.
  • Understanding of AWS cloud architecture, security, scalability, and reliability principles.

Responsibilities

  • Design, develop, and configure Amazon Connect solutions, including contact flows, IVR, queues, routing profiles, callbacks, hours of operation, and intelligent call-routing strategies.
  • Develop and maintain integrations using AWS Lambda, Amazon Lex, REST/SOAP APIs, DynamoDB, and other AWS services.
  • Integrate Amazon Connect with Salesforce Service Cloud Voice, CRM platforms, and omnichannel customer service solutions.
  • Build and support conversational AI and chatbot capabilities using Amazon Lex.
  • Configure monitoring, alerting, and operational dashboards using Amazon CloudWatch, SNS, and AWS monitoring services.
  • Implement Infrastructure as Code (IaC) and deployment automation using AWS CloudFormation and CI/CD pipelines.
  • Troubleshoot and resolve production issues, perform root cause analysis, and provide ongoing support for contact-center operations.
  • Collaborate with business and technical teams to gather requirements and translate them into scalable AWS Connect solutions.
  • Ensure the security, reliability, performance, and compliance of cloud contact-center environments.

Desired Qualifications

  • AWS Certifications at Associate or Professional level.
  • Experience with AWS Landing Zone, Azure AD/SSO, and identity federation.
  • Hands-on experience with DynamoDB, S3, Kinesis, and other AWS services.
  • Experience integrating with ServiceNow, Jira, and ITSM platforms.
  • Knowledge of contact-center analytics, reporting, and workforce optimization solutions.
  • Exposure to AI-powered customer service solutions and generative AI integrations within contact-center platforms.

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1967

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