Amazon connect Engineer

Job Overview:

• We are on the lookout for a skilled Amazon Connect Developer who possesses extensive knowledge in crafting and executing IVR and contact center solutions utilizing AWS technology.
• The selected candidate will be tasked with creating scalable, customer-focused voice and chat workflows through the use of Amazon Connect AWS services and integration frameworks.

Primary Duties:

• Primary Duties
• Amazon Connect IVR Development
• Design and develop IVR (Interactive Voice Response) systems and Chat Contact Flows using Amazon Connect.
• Set up and oversee queues, routing profiles, hours of operation, and security settings.
• Create and refine call flow logic to improve customer satisfaction and minimize call handling times.
• Integrate advanced functionalities such as callback options, dynamic routing, and escalation processes.
• Amazon Lex Conversational AI
• Design and configure Amazon Lex Bots to facilitate voice and chatbot interactions.
• Link Lex bots with Amazon Connect for streamlined automated call handling and self-service scenarios.
• AWS Integration Backend Development
• Develop serverless integrations using:
• o AWS Lambda for business logic orchestration
• o DynamoDB for data persistence
• o S3 for data storage and retrieval
• Establish API-based integrations via API Gateway for connectivity with external systems.
• Enable personalized, dynamic routing utilizing customer data and backend systems.

Technical Qualifications:

• Essential Experience
• 5 to 9 years of practical experience in Amazon Connect development within the AWS ecosystem.
• Proficient hands-on experience in:
• o Amazon Connect is required
• o Contact flow and IVR design
• o Queue and routing configuration
• Technical Expertise
• AWS Services
• o Amazon Connect
• o AWS Lambda
• o DynamoDB
• o S3
• o API Gateway
• o IAM
• Conversational AI with Amazon Lex
• Integration of REST APIs and CTI systems with CRM platforms.
• Scripting and Programming Basic knowledge of Python is preferred.
• Desirable Skills
• Experience with CloudFormation or Terraform.
• Familiarity with Amazon Connect CCP customization and Agent Workspace improvements.
• Exposure to CloudFront and Cognito is a plus.

Preferred Competencies:

Technology->Infrastructure-Contact Center->IVR Concepts, Technology->OpenSystem->Python - OpenSystem->Python