Description

You will design and implement complex contact center solutions using the Amazon Connect suite. You own the end-to-end development of IVR flows, queues, and agent configurations.

Responsibilities

• Design and develop IVR contact flows, queues, and agent configurations using AWS Lex and Polly.
• Build custom integrations between Amazon Connect and CRM systems like Salesforce or ServiceNow.
• Optimize contact center performance by analyzing call flow data to reduce handling times.
• Configure voice and chat capabilities, including speech recognition and outbound dialing.
• 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 for infrastructure as code.
• Deep knowledge of Amazon Connect features including Contact Lens and advanced routing logic.
• Proficiency with AWS services including Lambda, S3, ECS, Aurora PostgreSQL, and DynamoDB.
• Strong programming skills in Java and Spring Boot.
• Experience integrating with CRM APIs and data models.
• Solid understanding of DevOps practices using Jenkins, Git, and Spinnaker.
• Knowledge of security protocols including IAM, SAML, SSO, and compliance standards like PCI DSS, PII, HIPAA, and GDPR.
• Experience with SQL and NoSQL databases.
• Understanding of networking concepts and protocols within telephony environments.

Preferred Skills

• Experience integrating with Workforce Management (WFM) systems such as Verint.

Key Skills

Education

Any Gradute