Description

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

This role is on-site.

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 to identify bottlenecks and reduce handling times.
• Provide technical support and troubleshooting for Amazon Connect and its various 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.
• Deep knowledge of Amazon Connect core features, including Contact Lens and advanced routing logic.
• Experience using AWS LEX bots and Polly for speech recognition and text-to-speech.
• Proficiency with AWS services including Lambda, S3, ECS, SQS, SNS, Aurora PostgreSQL, and DynamoDB.
• 2+ years of experience using Terraform for infrastructure.
• Strong programming skills in Java and Spring Boot.
• Experience with CRM APIs and data models (Salesforce, ServiceNow).
• Knowledge of DevOps practices using Jenkins, Git, and CI/CD pipelines.

Preferred Skills

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

Key Skills

Education

Any Graduate