Job Description We are seeking an experienced Amazon Connect Developer to design, configure, and enhance cloud-based contact center solutions leveraging Amazon Connect, AWS Services, and Salesforce (Service Cloud / Salesforce Voice). The ideal candidate will have hands-on expertise in building Contact Flows, Lambda integrations, telephony routing, call recording workflows, and two-way communication features with CRM systems. This role will support initiatives such as inbound call flows, outbound dialing, screen pops, call dispositioning, recording storage, and SMS/e-mail automation integration Key Responsibilities Amazon Connect Development Design, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing). Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues. Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics. Implement call recordings, S3 storage, encryption policies, and retention settings. Develop Lambda functions for API-based integrations and dynamic routing logic. Configure Call Disposition / Wrap-Up codes and return values to external systems. Integration (Core Requirement) Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud). Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls. Develop bidirectional data flows using: AWS Lambda Amazon Connect Streams API Amazon EventBridge Amazon SQS / SNS Work closely with CRM teams to ensure consistent logging of call activities and outcomes. Contact Center Features Build solutions for: Outbound click-to-call Last-agent routing Skill-based routing Automated messaging on call outcome Voicemail routing Queue-based dashboards Implement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight. Security & Compliance Apply IAM best practices (least privilege access). Secure S3 buckets, encryption, retention policies. Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules). Testing & Deployment Conduct functional and UAT testing. Implement CI/CD best practices using CloudFormation or IaC tools. Monitor deployments across multiple environments. Responsibilities Amazon Connect Development Design, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing). Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues. Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics. Implement call recordings, S3 storage, encryption policies, and retention settings. Develop Lambda functions for API-based integrations and dynamic routing logic. Configure Call Disposition / Wrap-Up codes and return values to external systems. Integration (Core Requirement) Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud). Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls. Develop bidirectional data flows using: AWS Lambda Amazon Connect Streams API Amazon EventBridge Amazon SQS / SNS Work closely with CRM teams to ensure consistent logging of call activities and outcomes. Contact Center Features Build solutions for: Outbound click-to-call Last-agent routing Skill-based routing Automated messaging on call outcome Voicemail routing Queue-based dashboards Implement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight. Security & Compliance Apply IAM best practices (least privilege access). Secure S3 buckets, encryption, retention policies. Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules). Testing & Deployment Conduct functional and UAT testing. Implement CI/CD best practices using CloudFormation or IaC tools. Monitor deployments across multiple environments. Qualifications Required Skills & Experience Technical Skills Strong hands-on experience in Amazon Connect (REQUIRED). Proficiency in AWS services: AWS Lambda Amazon S3 Amazon DynamoDB Amazon CloudWatch IAM SNS / SQS API Gateway Experience integrating with Salesforce Voice, Service Cloud, or other CRMs. Strong JavaScript or Python development skillset (for Lambda). Familiarity with JSON, REST APIs, and secure integrations. Experience in telephony concepts: SIP Call flows ANI, DNIS Short-code / long-code routing Recording retention Soft Skills Strong communication and documentation skills. Ability to work with cross-functional teams (CRM, Marketing Cloud, Telephony, Networking). Analytical problem-solving skills with attention to detail. Ability to manage priorities in a fast-paced environment Preferred / Good-to-Have Experience with Salesforce Voice or Amazon Connect CTI Adapter. Knowledge of Amazon Lex, Polly, Kinesis, or QuickSight. Experience in Education sector or CRM-driven contact center solutions. Salesforce Admin or AWS Associate certification (nice to have).