Sovereign Technologies
It is imperative that candidates must have these skills:
Amazon Connect Contact flow design including flow modules
Amazon Connect outbound campaigns design/build/monitor
Amazon Connect customer profiles
Amazon Lex voice bot design/build/monitor
Job Description
Design, develop, and optimize cloud-based contact center solutions on Amazon Connect, delivering intelligent customer engagement experiences through automated contact flows, conversational AI, and campaign orchestration.
Responsibilities
Design and build Amazon Connect contact flows and reusable modules for inbound and outbound customer interactions
Develop and maintain Amazon Lex bots for automated self-service, intent recognition, and conversational routing
Configure and optimize outbound campaigns including dialer strategies, contact lists, and compliance rules
Implement customer profiles integrating data from CRM and external sources for personalized routing decisions
Design routing profiles and queue configurations to meet SLA targets and workforce optimization goals
Collaborate with business stakeholders to translate contact center requirements into technical solutions
Monitor flow performance, identify bottlenecks, and implement continuous improvements
Qualifications Required:
Amazon Connect Contact flow design including flow modules
Amazon Connect outbound campaigns design/build/monitor
Amazon Connect customer profiles
Amazon Lex voice bot design/build/monitor
Additional Experience:
5+ years hands-on experience with Amazon Connect or comparable CCaaS platforms (Genesys, NICE, Five9)
Amazon Connect: Contact flows, modules, hours of operation, prompts, quick connects
Amazon Lex: Bot design, intent/slot configuration, fulfillment logic, multi-turn conversations
Outbound Campaigns: Campaign management, contact list handling, answering machine detection
Customer Profiles: Profile configuration, identity resolution, data integration from external sources
Routing Profiles: Queue priority, routing logic, agent hierarchy, skill-based routing
Supporting AWS Services: Lambda, DynamoDB, S3, CloudWatch, Kinesis, EventBridge
Preferred Qualifications:
Experience with Contact Lens for real-time and post-call analytics
Familiarity with telephony concepts (IVR, ACD, CTI, SIP)
AWS certifications (Cloud Practitioner, Solutions Architect, or Specialty)
Experience integrating contact center solutions with Salesforce, ServiceNow, or similar CRM platforms
What Success Looks Like:
Contact flows that reduce average handle time and improve first-contact resolution
Lex bots that deflect routine inquiries while maintaining high customer satisfaction
Outbound campaigns that meet compliance requirements while maximizing connection rates
Routing configurations that balance agent utilization with customer wait time targets
Thanks & Regards,
Sean Martin | IT Technical Recruiter
SOVEREIGN TECHNOLOGIES LLC
Desk Number: (636)-410-0680 Ext 3
Direct Number: (636)-352-2277
Email: sean@sovereigntec.com
LinkedIn: www.linkedin.com/in/sean-martin-b4a136249
To apply for this job email your details to sean@sovereigntec.com