Description

You will lead the migration from legacy contact center systems to Amazon Connect by designing and implementing complex contact center solutions.

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 like Salesforce and ServiceNow, as well as ERP and monitoring systems.
• Configure voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• Optimize performance by analyzing call flow data and resolving technical issues related to integrations.
• Build and maintain integrations using AWS Lambda, SQS, and SNS.

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 knowledge of Amazon Connect core features and Contact Lens.
• Experience with AWS LEX bots and Polly for advanced routing logic.
• Proficiency in Java and Spring Boot.
• Experience with AWS infrastructure including ECS, S3, Lambda, Aurora PostgreSQL, and DynamoDB.
• Strong skills in SQL and NoSQL databases.
• Knowledge of DevOps practices and CI/CD tools including Jenkins, Spinnaker, and Git.
• Understanding of security protocols such as IAM, SAML, SSO, and regulatory requirements like PCI DSS, PII, HIPAA, and GDPR.
• Experience with networking concepts and protocols in telephony environments.

Preferred Skills

• Experience integrating with WFM systems such as Verint.

Key Skills

Education

Any Graduate