Amazon connect Engineer

Job Overview:

• We are on the lookout for a proficient Amazon Connect Developer who possesses significant skills in the creation and execution of IVR and contact center solutions utilizing AWS.
• The selected candidate will play a crucial role in crafting scalable, customer-focused voice and chat workflows through Amazon Connect AWS services and integration frameworks.

Primary Responsibilities:

• Key Responsibilities
• Amazon Connect IVR Development
• Design and implement Interactive Voice Response (IVR) and Chat contact flows via Amazon Connect.
• Set up and manage queues, routing profiles, operational hours, and security profiles.
• Create and refine call flow logic to improve customer experience and minimize call handling duration.
• Introduce advanced features like callback options, dynamic routing, and escalation paths.
• Amazon Lex Conversational AI
• Design and set up Amazon Lex Bots for both voice and chatbot interactions.
• Connect Lex bots with Amazon Connect to facilitate automated call handling and self-service scenarios.
• AWS Integration Backend Development
• Build serverless integrations utilizing
• o AWS Lambda for business logic orchestration
• o DynamoDB for data persistence
• o S3 for data storage and retrieval
• Establish API-based integrations using API Gateway for linking with external systems.
• Enable dynamic routing and personalization by leveraging customer data and backend systems.

Technical Qualifications:

• Core Experience
• 2 to 5 years of experience in Amazon Connect development and the AWS ecosystem.
• Strong hands-on experience in
• o Amazon Connect is essential
• o Designing contact flows and IVR
• o Queue and routing setup
• Technical Proficiencies
• AWS Services
• o Amazon Connect
• o AWS Lambda
• o DynamoDB
• o S3
• o API Gateway
• o IAM
• Conversational AI with Amazon Lex
• Integration with REST APIs and CTI systems for CRM tools
• Scripting and Programming Basic knowledge of Python is preferred
• Preferred Additional Skills
• Familiarity with CloudFormation or Terraform
• Understanding of Amazon Connect CCP customization and Agent Workspace enhancements
• Exposure to CloudFront and Cognito is an additional advantage

Desired Skills:

Technology->OpenSystem->Python - OpenSystem->Python, Technology->Communication->IVR/CCT