AWS Connect Developer (Contract)

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. Who You Are 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.