Description

You will lead the assessment, design, and implementation of complex contact center solutions, migrating legacy systems to Amazon Connect. You own the full lifecycle from architecture to production support.

Responsibilities

• Design and implement contact flows, IVR, queues, and agent configurations using the Amazon Connect suite.
• Develop custom integrations between Amazon Connect and CRM (Salesforce, ServiceNow), ERP, and monitoring applications.
• 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.
• Troubleshoot and resolve technical issues related to Amazon Connect and its 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/Polly for routing logic.
• Strong integration experience with AWS services including Lambda, SQS, SNS, ECS, S3, and DynamoDB.
• Proficiency in Java and Spring Boot.
• Experience with SQL and NoSQL databases, specifically Aurora PostgreSQL and DynamoDB.
• Solid understanding of AWS security best practices and protocols such as IAM, SAML, SSO, and Active Directory.
• Knowledge of compliance standards including PCI DSS, PII, HIPAA, and GDPR.
• Experience working in Agile environments using Jira.
• Familiarity with DevOps practices and CI/CD tools like Jenkins, Spinnaker, and Git.

Preferred Skills

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

Key Skills

Education

Any Graduate