About
Amazon Connect Engineer with 3+ years of experience in implementing, configuring, and supporting cloud contact center solutions. Expertise in setting up Amazon Connect components, designing contact flows, integrating AWS services, and providing L1/L2 operational support. Also experienced in manual/API testing with hands-on experience across functional, regression, UAT, and integration testing, with exposure to banking and capital markets domains. Strong collaborator with business, cloud engineering, QA, and telecom teams to ensure seamless and high-quality customer experience.
Skills & Expertise (27)
Work Experience
Amazon Connect Cloud Engineer
GlobaStep Pvt. Ltd.
Dec 2022 - Present
Configured Amazon Connect instances, queues, routing profiles, agent statuses, quick connects, and security profiles. Built chat and voice contact flows (inbound, outbound, hold, whisper, queue transfer, error handling). Set up Hours of Operation, queue priorities, concurrency limits, and agent permissions. Created real-time and historical dashboards and performance reports. Integrated Amazon Connect with AWS Lambda, S3 Logging, DynamoDB, S3-based recording + transcripts. Integrated Amazon Connect with Salesforce CTI Adapter including screen pop, call/chat logging, activity history integration. Provided L2/L3 support for Amazon Connect production environments. Investigated issues related to CCP connectivity, audio quality, call drops, chat disconnects, latency & browser errors, SSO login failures. Collaborated with AWS Support, Telecom Providers, and internal engineering teams to resolve incidents. Conducted RCA and implemented preventive actions.
Education
M.Tech - Oriental College of Technology, Bhopal
- 2022 · Afghanistan
B.Tech (Electrical) - OEC Bhubaneswar
- 2018 · Afghanistan
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Availability Details
Visa Status
H1B
Relocation
Open to Relocation
