Platform Engineer (AWS connect)
2 days ago
Vigo
About the role We are building a next-generation banking experience where AI-driven automation and human expertise work together seamlessly. As a Contact Center Platform Engineer, you will design and scale our customer engagement platform on Amazon Connect, starting with asynchronous messaging and expanding to voice, email, and future channels. You will work closely with product and engineering teams to deliver a secure, scalable, and reusable platform that enables teams to operate independently over time. Lea el resumen de esta oportunidad para comprender qué habilidades, incluidas las habilidades interpersonales relevantes y el dominio de paquetes de software, se requieren. Responsibilities • Design and implement Amazon Connect architecture for chat and tasks., • Build contact flows (IVR/ICR), advanced routing, prioritization, overflow, and deflection strategies., • Integrate backend systems using AWS Lambda for customer context and routing decisions., • Configure SSO (SAML/Okta), user hierarchies, and security profiles., • Customize the Agent Experience (CCP, concurrency, RONA, knowledge features, Amazon Q)., • Implement analytics, CSAT, and reporting., • Deliver the platform using Infrastructure as Code (Terraform / CDK)., • Design chat persistence and transcript storage (S3, Kinesis) with GDPR considerations., • Assess AWS service quotas and plan for future channel expansion (voice, email, live translation)., • Enable teams through documentation, best practices, and reusable patterns (“teach teams to fish”). Requirements • Strong hands-on experience with Amazon Connect in production., • Solid AWS background (Lambda, IAM, S3, Kinesis, SES)., • Experience with serverless architectures and IaC., • Understanding of contact center operations and CX metrics., • Experience in regulated environments (banking/fintech a plus). Profits • Individual training budget of €1200 (languages, books, certifications), • Flexible working hours, • Flexible remuneration package, • Great discounts at sports centers (AndJoy, • Free private health insurance, • Monthly follow-ups with your team to have continuous feedback, • Team Buildings every two months. You can't miss the Pool Party? and our Christmas dinner? xcskxlj, • Discounts in international brands for employees (Club Capitole), • You will have the opportunity to meet the whole family through our Technology communities, to share your knowledge and ideas. Knowledge exchange is key to us! Do not know us yet? Discover more here And have a look to how others think we are ?