Design and optimize Amazon Connect contact flows across voice, chat, SMS, and omnichannel interactions, and develop Node.js services to extend the platform. Integrate Connect with CRMs and other enterprise tools, build AWS-based event and reporting pipelines, enhance automation with AI services, and maintain security and reliability.
Job Title: AWS Connect Developer
Location: 100% Remote
Duration: Long Term Project
Position Description:
We are seeking a highly skilled AWS Connect Developer with expertise in Node.js, Amazon Connect, and systems integration. The role focuses on designing and developing customer engagement workflows, integrating Amazon Connect with CRMs (including Zoho), ticketing platforms, and other enterprise applications. The ideal candidate will bring strong technical experience and a problem-solving mindset to build scalable, intelligent, and secure contact center solutions.
Key Responsibilities
Design, configure, and optimize Amazon Connect contact flows for voice, chat, SMS, and omni-channel interactions.
Develop Node.js-based Lambda functions and backend services to extend Amazon Connect functionality.
Build and maintain integrations between Amazon Connect and CRMs, including Zoho CRM, Salesforce, ServiceNow, and Zendesk.
Enable bi-directional data flows (customer data sync, ticket creation, case management) between Connect and Zoho/other platforms.
Implement real-time event streaming and reporting pipelines using AWS services (Kinesis, DynamoDB, Athena, S3).
Collaborate with business teams to automate workflows (lead management, support tickets, call recordings, customer notes) in Zoho and other third-party tools.
Ensure data security, access controls, and compliance through IAM roles, encryption, and monitoring.
Troubleshoot issues, optimize integrations, and deliver continuous improvements.
Required Qualifications
10+ years of software development experience, including 5+ years in Amazon Connect development.
Strong Node.js development skills (backend services, APIs, integrations).
Hands-on experience with Amazon Connect: contact flows, queues, routing profiles, and reporting.
Proven experience integrating Amazon Connect with Zoho CRM (or other CRMs like Salesforce/ServiceNow).
Familiarity with REST/GraphQL APIs, webhooks, and OAuth-based integrations.
Solid understanding of IAM security, role-based access, and compliance requirements.
Preferred Skills
Experience with Amazon Lex, Polly, and Transcribe for conversational AI.
Knowledge of Zoho ecosystem (CRM, Desk, Campaigns, Zoho PhoneBridge API).
Background in contact center technologies such as Avaya, Genesys, or Twilio.
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