What You'll Do
Amazon Connect Development
- Design, build, and configure Amazon Connect contact flows, including IVR call flows, routing profiles, queues, hours of operation, and quick connects.
- Develop and integrate AWS Lambda functions to support Connect contact flows (e.g., data lookups, dynamic routing logic, third-party API calls).
- Build and tune conversational IVR experiences using Amazon Lex, including intents, slots, and bot integration with Connect.
- Configure Amazon Connect Contact Lens, call recording, and Contact Trace Records (CTRs) for reporting and quality/compliance needs.
- Integrate Amazon Connect with CRM and other backend systems (e.g., Salesforce, ServiceNow) via APIs and event streams.
- Monitor, troubleshoot, and optimize contact center performance using CloudWatch metrics, logs, and alarms.
- Support deployment and infrastructure-as-code practices for Connect instances (e.g., CloudFormation/Terraform) across environments.
Requirements & Stakeholder Support
- Partner with contact center operations, workforce management, and business stakeholders to translate call center requirements into technical Connect configurations.
- Document Connect designs, configurations, and technical specifications for the project team and future maintenance.
- Support and coordinate user acceptance testing (UAT) for new or updated contact flows.
- Communicate enhancements, changes, and issues to project managers and stakeholders.
Required
- Bachelor's degree in a technical field (e.g., computer science, engineering) or equivalent experience.
- 5–7 years of related experience.
- Hands-on experience developing and configuring Amazon Connect, including contact flows, routing, and Lambda integrations.
Preferred
- Call center / contact center experience, ideally supporting or building solutions for a live call center environment.
- Experience with Amazon Lex, Amazon Polly, and Contact Lens for conversational IVR and quality/analytics use cases.
- Familiarity with infrastructure-as-code (CloudFormation or Terraform) for deploying and managing Connect instances.
- AWS certification (e.g., AWS Certified Developer, AWS Certified Solutions Architect) a plus.
- Knowledge of Agile software development and the software development life cycle (SDLC).
- Strong analytical skills, sound judgment, and the ability to work independently and drive projects to completion.
About 10Pearls:
10Pearls is a global, purpose-driven AI - native digital engineering partner helping businesses re-imagine, digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, transformative digital products that leverage emerging technologies. 10Pearls' clients include Global 2000 enterprises, high-growth mid-size businesses, and some of the most exciting start-ups from industries like healthcare, fintech, energy, education, real estate, retail, and hi-tech. Headquartered in the Washington DC metro area, 10Pearls has product engineering and software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.
We offer a competitive compensation package, including the below benefits for full-time employees:
- Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls
- Employer-funded health reimbursement account (HRA) for the high-deductible health plan option
- Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment
- Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program
- Employer-paid short-term, long-term, life, and AD&D insurance
- Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents
- Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site
10Pearls is an Equal Opportunity Employer and is committed to maintaining a diverse workplace.
Skills Required
- Bachelor's degree in a technical field or equivalent experience
- 5-7 years of related experience
- Hands-on experience developing and configuring Amazon Connect, including contact flows, routing, and Lambda integrations
- Call center / contact center experience (supporting live call centers)
- Experience with Amazon Lex, Amazon Polly, and Contact Lens
- Familiarity with infrastructure-as-code (CloudFormation or Terraform)
- AWS certification (e.g., AWS Certified Developer, Solutions Architect)
- Knowledge of Agile software development and SDLC
- Strong analytical skills and ability to work independently
What We Do
10Pearls is a global, purpose-driven digital technology partner helping our clients re-imagine, digitalize, and accelerate their businesses. As an end-to-end digital partner, 10Pearls helps businesses create transformative digital products incorporating emerging technologies and utilizing our broad expertise in product management, UI/UX, cloud architecture, software development, data science, cybersecurity, and quality assurance. 10Pearls' clients include Global 2000 enterprises, high-growth mid-size businesses, and exciting start-ups across several industries, including healthcare, financial services, energy, education, real estate, and retail. 10Pearls has a far-reaching global presence with delivery centers in North America, Latin America, Europe, and South Asia. Inspirant Group was acquired by 10Pearls in April 2023
Why Work With Us
10Pearls is a double-bottom-line company that balances profits with our responsibility to our communities. We leverage the passions and intelligence of our people to ensure we deliver solutions that meet and exceed our clients’ needs.
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