Qualifications
Qualifications:Minimum of 5 years in contact center platforms, with a minimum of 3 years dedicated to Amazon Connect.At least 2 years of hands-on experience in implementing digital channels such as chat, chatbot, SMS, email, and WhatsApp.Strong expertise in AWS services, including but not limited to Lambda, API Gateway, DynamoDB, S3, CloudWatch, and Cognito.Experience in JWT setup, secure API invocation, and portal/chat widget integration.Demonstrated ability to develop custom widgets utilizing AWS SDKs and APIs.Familiarity with generative AI tools and frameworks like Amazon Bedrock, OpenAI, and LangChain.Proficiency in designing and implementing Amazon Connect digital routing and flows.Excellent problem-solving skills with the ability to thrive in agile, fast-paced environments.Preferred Qualifications:AWS Certified Developer or Solutions Architect.Experience in migrating from Genesys and LivePerson platforms.Knowledge of working in regulated industries such as healthcare or finance is a plus.
About the job
Join our team as a Senior Amazon Connect Engineer at Miratech, where we are committed to transforming digital contact center solutions. We are looking for a seasoned professional with extensive knowledge in AWS and Amazon Connect to spearhead the development of innovative customer engagement platforms. The ideal candidate will have substantial experience with cloud-based contact center systems, digital channel implementations, and generative AI integrations. In this role, you will design and deliver scalable, secure, and intelligent customer engagement solutions across various platforms such as chat, email, SMS, and WhatsApp.
Key Responsibilities:
- Lead the transition of digital contact center workloads from Genesys and LivePerson to Amazon Connect.
- Architect and deploy chat, chatbot, SMS, email, and WhatsApp solutions utilizing Amazon Connect and AWS services.
- Create and integrate custom chat widgets and portals, ensuring JWT authentication and secure API interactions.
- Develop and maintain bespoke widgets using AWS SDKs and APIs to enhance user experiences for both agents and customers.
- Work collaboratively with cross-functional teams to integrate Amazon Connect with CRM systems such as Salesforce and ServiceNow.
- Implement generative AI-enhanced solutions for customer and agent interactions leveraging Amazon Bedrock, OpenAI, and other LLMs.
- Guarantee robust security, scalability, and compliance in all digital implementations.
- Troubleshoot and fine-tune Amazon Connect digital configurations, including routing, flows, and channel settings.
About Miratech
At Miratech, we empower visionaries to change the world. As a leading global IT services and consulting firm, we merge enterprise and startup innovation to support digital transformation initiatives for some of the world’s largest companies. By collaborating with both large enterprises and agile startups, we maintain a cutting-edge technological edge while fostering a culture of Relentless Performance, which has led to a remarkable success rate of over 99% in meeting or exceeding client objectives since our inception in 1989. With a presence across five continents and operations in 25 countries, Miratech employs nearly 1,000 full-time professionals and enjoys an annual growth rate exceeding 25%.