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Ingeniero de Amazon Connect

This is a remote position. <div> 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. </div>Competencias técnicas <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">Diseño y administración de instancias de Amazon Connect. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Contact flows / IVR multinivel: menús, colas, ruteo por skills, atributos y disponibilidad de agente, horarios y mensajes de voz. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Grabación de llamadas y Contact Lens (transcripción, análisis de sentimiento, cumplimiento de guion). </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Customer Profiles para vista unificada del cliente. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Outbound Campaigns: marcación predictiva/progresiva/manual, rotación de DID y políticas DNC ("No llamar"). </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Amazon Lex (bots de voz, intents, slots) y STT/TTS para español de Colombia. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Configuración de agentes de IA en Amazon Connect (incl. Amazon Q in Connect / Bedrock) con guardrails. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Invocación de flujos hacia funciones Lambda para lógica externa (la implementación la entrega VELAIO). </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Métricas, reportería y tableros nativos de Amazon Connect. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Buenas prácticas de seguridad: IAM, cifrado, grabaciones y manejo de datos personales. </li> </ul> <div> </div> <h3>Requirements</h3> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">3+ años en contact center cloud, con experiencia comprobable configurando Amazon Connect en producción. </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Español nativo; inglés técnico (lectura de documentación y trabajo con clientes internacionales). </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Deseable: certificación AWS o especialización en Amazon Connect. </li> </ul> <div> </div>

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