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
Aerospace • Information Technology • Software • Cybersecurity • Design • Defense • Manufacturing
Operate and maintain Insitu unmanned aircraft systems, conduct preflight planning and mission briefings, collect and analyze flight data, perform troubleshooting and field maintenance, coordinate with customers and subject-matter experts, manage spares inventory, and deploy worldwide in austere environments to support customer missions.
Top Skills:
Basic NetworkingIntegratorRq21ScaneagleUas Platforms
Aerospace • Information Technology • Software • Cybersecurity • Design • Defense • Manufacturing
Support export compliance for unmanned aerial systems: draft, submit, and manage ITAR/EAR licenses and commodity jurisdiction requests; classify technical data; manage license lifecycle and documentation; coordinate with stakeholders and provide licensing guidance as an empowered official.
Top Skills:
ExcelMicrosoft TeamsOcr EaseSharepoint
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Leads enterprise security software sales across assigned Florida accounts, focusing on prospecting, qualification, new customer acquisition, revenue delivery, forecasting, and closing complex enterprise deals. Develops account plans, engages executive decision-makers, coordinates onboarding and adoption with internal teams, manages CRM activity, collaborates with partners and marketing, and provides customer feedback. Requires deep expertise in security software sales, consultative selling, negotiation, business value, and AI-enabled workflows.
Top Skills:
Artificial IntelligenceCrm SoftwareCybersecurityEnterprise Security SoftwareFalcon FlexMarketing Software
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
