Amazon Connect Developer

We’re looking for a skilled Amazon Connect Developer to join the Tampa Electric implementation team during the Build phase. This is a hands-on role where you’ll be driving key technical deliverables and helping shape a seamless multi-channel contact experience.

• Solution Development & Integration
• Design and develop scalable, secure, and maintainable solutions using Amazon Connect.
• Integrate Amazon Connect with CRMs, ticketing systems, WFM tools, analytics platforms, and third-party APIs.

o Develop and manage AWS Lambda functions, APIs, and backend services to support contact flows and automation. o Deploy the infrastructure using CDK instead of manually creating resources in management console. We use CDK for deployment of resources along with CloudFormation templates. o Good understanding of Python is essential. o Understanding and demonstrated proficiencies using CI/CD Pipelines for delivery of solutions (i.e CodeCatalyst, Github, etc.) is key

• Manage and monitor S3 bucket structures for call metadata and audio recordings, ensuring correct file placement and structure.
• Validate metadata JSON files against required schemas, formats, and data types, including ISO 8601 timestamps and mandatory custom fields.
• Verify audio file format compliance with AWS Transcribe requirements, including dual-channel agent/customer recordings.
• Configure and maintain S3 event triggers and SQS queues for automated ingestion workflows, including message purging when required.
• Oversee AWS Step Functions orchestration for transcription and analytics workflows, including wait states, polling, branching logic, and database writes.
• Maintain Aurora Serverless v2 database configuration, connectivity, and schema for transcripts, analytics results, and audit records.
• Execute and maintain manual category generation and Bedrock AI call categorization processes, including running Python scripts for classification and prompt tuning.
• Support analytics processes including sentiment analysis, PII redaction, and key phrase extraction.
• Monitor and respond to SNS notifications for workflow failures; troubleshoot Step Function, Lambda, and data ingestion errors.
• Manage IAM roles, policies, and S3 security controls to enforce least privilege access and secure data handling.
• Maintain VPC network configurations, NAT Gateway, and private subnet deployments for database and application components.
• Administer and maintain EC2 instances for PowerBI gateway, jump host, and development environments with CDK and source code.
• Keep technical documentation current for workflows, schemas, and operational procedures.
• Provide user support and training for file preparation, metadata validation, and AI categorization workflows.