Join Deloitte's Technology & Transformation practice as an AWS Connect Engineer. You will play a crucial role in designing, developing, and supporting cloud-based contact center solutions using Amazon Connect and related AWS services. This position offers the opportunity to work with cutting-edge technologies and deliver impactful solutions for clients.

This role requires hands-on experience in building robust contact center journeys, integrating backend systems via AWS Lambda, configuring advanced reporting, and enhancing customer experiences through Amazon Connect. You will collaborate closely with stakeholders and cross-functional teams to ensure the delivery of scalable, secure, and enterprise-grade solutions.

Design, build, test, and deploy Amazon Connect contact flows for inbound, outbound, and self-service IVR solutions. Configure essential contact center components like queues, routing profiles, and agent permissions. Troubleshoot and optimize call routing and customer interaction flows. Design and implement Amazon Connect Data Tables for dynamic routing and decision-making. Develop AWS Lambda functions in Python, Node.js, or Java to integrate Amazon Connect with CRM, banking systems, and external APIs. Configure Amazon Connect Contact Lens for sentiment analysis, compliance monitoring, and agent performance evaluation. Set up historical and real-time reporting dashboards using various AWS services.

Mandatory skills include extensive experience with Amazon Connect development (Contact Flows, Queues, Routing Profiles, Contact Lens, Data Tables, CTRs, Agent Workspace, Real-Time Metrics, Historical Reporting) and core AWS services (Lambda, S3, IAM, CloudWatch, Secrets Manager, SNS, SQS, API Gateway, DynamoDB). Proficiency in programming languages such as Python, Node.js, and understanding of REST APIs, JSON, and JavaScript are essential. Experience with reporting and analytics tools like Amazon Connect Reporting, Contact Lens Analytics, Amazon QuickSight, Athena, and CloudWatch Dashboards is also required.

Preferred qualifications include experience with banking, insurance, or telecom contact centers, a solid understanding of IVR and customer journey design principles, and knowledge of conversational AI, voice bots, and chatbots. Familiarity with Generative AI integrations, Amazon Lex, Bedrock, and Contact Center AI solutions is advantageous. Experience with CI/CD pipelines, DevOps, and Agile/Scrum methodologies is a plus. Preferred certifications include AWS Certified Cloud Practitioner, AWS Certified Developer – Associate, or AWS Certified Solutions Architect – Associate.