AWS Connect Engineer (Digital Channel)

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.
If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

About Us:

Quantiphi is an award-winning Applied AI and Big Data software and services company, driven by a deep desire to solve transformational problems at the heart of businesses. Our signature approach combines groundbreaking machine-learning research with disciplined cloud and data-engineering practices to create breakthrough impact at unprecedented speed.

Company Highlights:

• Quantiphi, an AI-First Digital Engineering Services & Platforms company, with a 2.5x growth YoY since its inception in 2013

• Headquartered in Boston, with 3200+ data science professionals across 11 global offices

• Winner of 3X NVIDIA AI Partner of the year award 

• Winner of the 13X Google Cloud Partner of the Year award including "Machine Learning, Breakthrough and Social Impact partner 

• Winner of 3X AWS AI/ML Partner of the Year award

• Preferred and Premier Partner for AWS, Google Cloud, NVIDIA, Snowflake, Databricks and more

• Recognized Leader in the AI space by IDC, Forrester, Gartner, ISG, Everest Group and other leading analyst firms

• Winner of Best in Business Award in Established Business category by INC., 2022

• Winner of Competitive Strategy Leadership Award in Artificial Intelligence Services in Public Sector (2021), Healthcare (2022) and Financial Services(2023) by Frost & Sullivan 

• Recognized in the Fast Company 2021 World Changing Ideas- AI and Data category

• Winner of AI Excellence Award 2022 and 2023 including 'Generative AI product' category for Baioniq, Quantiphi's generative AI platform

For more details, visit: our Website or our LinkedIn Page

Experience Level: 8 - 10 years +

Work Location: Canada 

Job Title: AWS Connect Engineer ( Digital Channel)

Responsibilities:

• Demonstrate expertise in managing AWS Connect digital customer interaction channels such as voice, chat, email, and social media.

• Optimize and enhance customer interaction workflows to elevate customer experience and operational efficiency.

• Develop real-time processing solutions for immediate customer engagements.

• Design and implement post-contact workflows for follow-up actions, data processing, and detailed reporting.

• Lead the design and implementation of workflow integrations using AWS Lambda.

• Manage backend integrations with various applications and databases, ensuring seamless operations in both real-time and post-contact scenarios.

• Utilize AWS services (Lambda, API Gateway, DynamoDB, S3, RDS) to build scalable, efficient solutions for customer interaction channels.

• Implement and manage microservices architecture using RESTful APIs, Webhooks, and event-driven frameworks.

• Ensure seamless integration with SQL and NoSQL databases, prioritizing data consistency, performance, and scalability.

• Leverage AWS services (RDS, SQL, PostGres, NoSQL, DynamoDB, AWS Glue, AWS Textract) to optimize data storage, retrieval, and processing workflows.

Required Skills:

• Bachelor’s or Master’s degree in Computer Science, Engineering or a related field.

• AWS Certifications:

  • AWS Certified Solutions Architect – Associate or Professional.

  • AWS Certified Developer – Associate.

• Expertise in scripting languages such as Python or JavaScript for automation and integration tasks.

• Experience with monitoring and logging tools (e.g., CloudWatch, Splunk, ELK Stack) to maintain integration health and performance.

• Knowledge of DevOps practices and tools to support continuous integration and deployment (CI/CD) for workflow integrations.

• Understanding of security best practices to ensure data protection and compliance within customer interaction workflows.

Preferred Qualifications:

• Strong verbal and written communication skills, capable of conveying technical concepts to both technical and non-technical audiences.

• Proven ability to work effectively in cross-functional teams, fostering collaboration and achieving consensus.

• Experience in mentoring and guiding junior team members, with a demonstrated ability to lead by example.

• Meticulous attention to detail, particularly in developing scenarios that support test cases.

What is in it for you:

• Be part of the fastest-growing AI-first digital transformation and engineering company in the world

• Be a leader of an energetic team of highly dynamic and talented individuals

• Exposure to working with fortune 500 companies and innovative market disruptors

• Exposure to the latest technologies related to artificial intelligence and machine learning, data and cloud