Description

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

Responsibilities

• Design and implement complex contact flows, IVR, queues, and agent configurations using the full Amazon Connect suite.
• 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 contact center performance by analyzing call flow data and resolving bottlenecks to reduce handling times.
• 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.
• 2+ years of experience using Terraform.
• Deep expertise in Amazon Connect core features, including Contact Lens and AWS LEX bots.
• Experience integrating Amazon Connect with AWS services such as Lambda, SQS, and SNS.
• Proficiency in Java and Spring Boot.
• Strong database skills with SQL and NoSQL, specifically AWS RDS, Aurora PostgreSQL, and DynamoDB.
• Experience with DevOps practices and CI/CD tools including Jenkins, Git, and Spinnaker.
• Knowledge of security protocols including IAM, SAML, SSO, and regulatory requirements like PCI DSS, PII, HIPAA, and GDPR.

Preferred Skills

• Experience with Genesys On-Premises systems and contact center or cloud migrations.
• Experience with AI/ML technologies including AWS Transcribe, Bedrock, Comprehend, and SageMaker.
• Relevant AWS Certifications.

Key Skills

Education

Any Graduate