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Ingeniero de AWS Connect

VELAIO

Role overview

Qualifications

  • 3+ years in cloud contact center with proven experience configuring Amazon Connect in production
  • Native Spanish; technical English (reading documentation and working with international clients)
  • Desirable: AWS certification or specialization in Amazon Connect

Responsibilities

  • Design and manage Amazon Connect instances
  • Create contact flows and multi-level IVR including menus, queues, routing by skills, attributes, agent availability, schedules, and voice messages
  • Implement call recording and Contact Lens features for transcription, sentiment analysis, and compliance
  • Manage Outbound Campaigns including predictive/progressive/manual dialing, DID rotation, and DNC policies

Key facts

Hard skills

Amazon Web Services Amazon Lex Call Recording User Profile Outbound Marketing Lambda Calculus

Other skills

  • Communication
  • Teamwork

About the company

VELAIO logo

VELAIO

IT Services & IT Consulting

Company details

Company typeSME
IndustryIT Services & IT Consulting

Links

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Job description

This is a remote position.

Buscamos un especialista enfocado en Amazon Connect. El desarrollo a la medida e integraciones lo cubre el equipo de VELAIO; este rol se concentra en diseñar, configurar y operar la plataforma de contact center.

Competencias técnicas

  • Diseño y administración de instancias de Amazon Connect.
  • Contact flows / IVR multinivel: menús, colas, ruteo por skills, atributos y disponibilidad de agente, horarios y mensajes de voz.
  • Grabación de llamadas y Contact Lens (transcripción, análisis de sentimiento, cumplimiento de guion).
  • Customer Profiles para vista unificada del cliente.
  • Outbound Campaigns: marcación predictiva/progresiva/manual, rotación de DID y políticas DNC ("No llamar").
  • Amazon Lex (bots de voz, intents, slots) y STT/TTS para español de Colombia.
  • Configuración de agentes de IA en Amazon Connect (incl. Amazon Q in Connect / Bedrock) con guardrails.
  • Invocación de flujos hacia funciones Lambda para lógica externa (la implementación la entrega VELAIO).
  • Métricas, reportería y tableros nativos de Amazon Connect.
  • Buenas prácticas de seguridad: IAM, cifrado, grabaciones y manejo de datos personales.


Requirements

  • 3+ años en contact center cloud, con experiencia comprobable configurando Amazon Connect en producción.
  • Español nativo; inglés técnico (lectura de documentación y trabajo con clientes internacionales).
  • Deseable: certificación AWS o especialización en Amazon Connect.


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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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