Description

Lead the assessment, design, and implementation of complex contact center solutions, migrating legacy systems to Amazon Connect.

Responsibilities

• Design and implement contact center solutions using Amazon Connect features including IVR, contact flows, queues, and agents.
• Develop custom integrations between Amazon Connect and CRM systems (Salesforce, ServiceNow), ERP, and monitoring tools.
• Configure voice and chat capabilities, including speech recognition, text-to-speech, and outbound dialing.
• Optimize performance by analyzing call flow data to reduce handling times and resolve bottlenecks.
• Troubleshoot and resolve technical issues related to Amazon Connect and its third-party integrations.

Required Skills

• 5+ years of experience in Contact Center technologies and Cloud Architecture.
• 5+ years of hands-on experience with Amazon Connect and AWS.
• Deep expertise in Amazon Connect core features, Contact Lens, and advanced routing logic.
• Experience implementing speech recognition and text-to-speech using AWS Lex and Polly.
• Proficiency with AWS services including Lambda, S3, ECS, SQS, SNS, Aurora PostgreSQL, and DynamoDB.
• 2+ years of experience using Terraform for infrastructure management.
• Strong programming skills in Java and Spring Boot.
• Experience with SQL and NoSQL databases.
• Knowledge of security protocols including IAM, SAML, SSO, and regulatory requirements (PCI DSS, PII, HIPAA, GDPR).
• Experience with DevOps practices using Jenkins, Git, and CI/CD pipelines.

Preferred Skills

• Experience with Genesys On-Premises systems and contact center or cloud migrations.
• Knowledge of AI/ML technologies such as AWS Transcribe, Bedrock, Comprehend, or SageMaker.

Key Skills

Education

Any Graduate