Design, build, and configure Amazon Connect contact flows and IVR experiences; develop AWS Lambda functions and Lex bots; configure Contact Lens and CTRs; integrate Connect with CRMs (Salesforce, ServiceNow) and third-party APIs; monitor via CloudWatch; support IaC deployments (CloudFormation/Terraform); document designs and support UAT with stakeholders.
What You'll Do
Amazon Connect Development
- Design, build, and configure Amazon Connect contact flows, including IVR call flows, routing profiles, queues, hours of operation, and quick connects.
- Develop and integrate AWS Lambda functions to support Connect contact flows (e.g., data lookups, dynamic routing logic, third-party API calls).
- Build and tune conversational IVR experiences using Amazon Lex, including intents, slots, and bot integration with Connect.
- Configure Amazon Connect Contact Lens, call recording, and Contact Trace Records (CTRs) for reporting and quality/compliance needs.
- Integrate Amazon Connect with CRM and other backend systems (e.g., Salesforce, ServiceNow) via APIs and event streams.
- Monitor, troubleshoot, and optimize contact center performance using CloudWatch metrics, logs, and alarms.
- Support deployment and infrastructure-as-code practices for Connect instances (e.g., CloudFormation/Terraform) across environments.
Requirements & Stakeholder Support
- Partner with contact center operations, workforce management, and business stakeholders to translate call center requirements into technical Connect configurations.
- Document Connect designs, configurations, and technical specifications for the project team and future maintenance.
- Support and coordinate user acceptance testing (UAT) for new or updated contact flows.
- Communicate enhancements, changes, and issues to project managers and stakeholders.
Required
- Bachelor's degree in a technical field (e.g., computer science, engineering) or equivalent experience.
- 5–7 years of related experience.
- Hands-on experience developing and configuring Amazon Connect, including contact flows, routing, and Lambda integrations.
Preferred
- Call center / contact center experience, ideally supporting or building solutions for a live call center environment.
- Experience with Amazon Lex, Amazon Polly, and Contact Lens for conversational IVR and quality/analytics use cases.
- Familiarity with infrastructure-as-code (CloudFormation or Terraform) for deploying and managing Connect instances.
- AWS certification (e.g., AWS Certified Developer, AWS Certified Solutions Architect) a plus.
- Knowledge of Agile software development and the software development life cycle (SDLC).
- Strong analytical skills, sound judgment, and the ability to work independently and drive projects to completion.
About 10Pearls:
10Pearls is a global, purpose-driven AI - native digital engineering partner helping businesses re-imagine, digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, transformative digital products that leverage emerging technologies. 10Pearls' clients include Global 2000 enterprises, high-growth mid-size businesses, and some of the most exciting start-ups from industries like healthcare, fintech, energy, education, real estate, retail, and hi-tech. Headquartered in the Washington DC metro area, 10Pearls has product engineering and software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.
We offer a competitive compensation package, including the below benefits for full-time employees:
- Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls
- Employer-funded health reimbursement account (HRA) for the high-deductible health plan option
- Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment
- Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program
- Employer-paid short-term, long-term, life, and AD&D insurance
- Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents
- Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site
10Pearls is an Equal Opportunity Employer and is committed to maintaining a diverse workplace.
Similar Jobs
.jpeg)
Artificial Intelligence • Hardware • Information Technology • Machine Learning
Source and engage executive and senior leadership talent through deep research, talent mapping, market analysis, and personalized outreach. Build diverse leadership pipelines, deliver talent intelligence and compensation insights, partner with executive search stakeholders, manage confidential searches, maintain ATS/CRM data, and support multiple executive searches with strong project management and data-driven recommendations.
Top Skills:
AtsBoolean SearchCRMEightfoldHireezLinkedin RecruiterResearch ToolsSeekoutTalent Intelligence PlatformsWorkday
Artificial Intelligence • Fintech • Hardware • Information Technology • Sales • Software • Transportation
Own end-to-end video and motion projects for brand campaigns, social, web, events, and customer stories. Edit footage, create motion graphics and typography, version and deliver assets, translate briefs and feedback into editorial decisions, manage timelines and stakeholders, and help develop AI-assisted video workflows to improve speed and scale while maintaining brand quality.
Top Skills:
Adobe Premiere ProAfter Effects
Automotive • Professional Services • Software • Consulting • Energy • Chemical • Renewable Energy
Perform safety and non-safety certification inspections and quality system audits against UL requirements. Verify and calibrate measuring equipment, analyze test results, document findings, recommend corrective actions, and communicate with manufacturers, customers, and authorities. Use inspection instruments, perform calculations across electrical/mechanical fields, and travel locally for on-site client visits.
Top Skills:
508AAmmetersCalibration EquipmentIndustrial Control PanelsMicrometersSchematic DiagramsUl StandardsVoltmeters
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
