Description

You will design, develop, and implement complex contact center solutions using Amazon Connect and AWS.

Responsibilities

• Design, develop, and implement contact center solutions using Amazon Connect features like IVR/contact flows, queues, and agent integrations.
• Develop custom integrations connecting Amazon Connect with CRM (Salesforce, ServiceNow), ERP, and monitoring systems.
• Optimize contact center performance by analyzing call flow data and implementing improvements to reduce handling times.
• Configure and manage Amazon Connect capabilities, including voice, chat, speech recognition, and text-to-speech.
• Troubleshoot and resolve technical issues related to Amazon Connect and its integrated systems.

Required Skills

• 5+ years experience in Contact Center technologies and Cloud Architecture.
• 5+ years hands-on experience with Amazon Connect and AWS.
• 2+ years experience using Terraform.
• Experience with Salesforce and ServiceNow integrations.
• Experience with AWS SageMaker and AI/ML technologies.
• Experience with contact center migrations and cloud migrations.

Key Skills

Education

Any Graduate