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.

Who You Are

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.