Description

You will design and implement complex contact center solutions using the Amazon Connect suite.

This role is on-site.

Responsibilities

• Design and implement IVR contact flows, queues, agents, and integrations.
• Develop custom integrations with CRM systems like Salesforce and ServiceNow, ERP systems, and monitoring tools.
• Optimize performance by analyzing call flow data to reduce handling times.
• Configure voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• 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.
• Strong programming skills in Java and Spring Boot.
• Experience with SQL and NoSQL databases including AWS RDS, DynamoDB, and Aurora.
• Proficiency with DevOps practices and CI/CD using Jenkins, Spinnaker, and Git.
• Understanding of security protocols including IAM, SAML, SSO, Active Directory, and compliance standards like PCI DSS, PII, HIPAA, and GDPR.
• Knowledge of networking concepts and protocols within telephony environments.
• Experience working in Agile environments using Jira.

Key Skills

Education

Any Graduate