AWS Routing Specialist

Location: REMOTE / Canada/US, N/A
This job allows you to work remotely.

Role Overview & Summary
Responsible for designing scalable Amazon Connect contact flows and routing strategies. Translates business requirements into routing and call flow designs, defining queue structures, routing profiles, prompts, and customer journeys while implementing intelligent call routing and complex exception handling.
Core Responsibilities
Design scalable Amazon Connect contact flows and routing strategies based on business requirements.
Define queue structures, routing profiles, prompts, and end-to-end customer journeys.
Configure Amazon Connect contact flows and routing logic (including intelligent call routing, queue management, callback functionality, voicemail routing, and transfer logic).
Design fallback, exception handling, overflow, and failover routing scenarios.
Integrate routing with AWS services and downstream applications.
Develop and execute unit and end-to-end testing scenarios, support defect triage, and perform post-release smoke testing and production validation.

Must Have Skills:
Required Skills & Experience
Hands-on experience implementing Amazon Connect.
Strong understanding of Amazon Connect Contact Flows.
Experience configuring routing profiles, queues, and user permissions.
Experience designing callback solutions, voicemail solutions, error handling, queue prioritization, overflow routing, and transfer logic.
Experience testing complex routing scenarios in Agile delivery environments.
Knowledge of AWS services supporting Amazon Connect (e.g., Lambda, Lex, DynamoDB, CloudWatch) is an asset.