Description

Lead the assessment, design, and implementation of complex contact center solutions, migrating legacy systems to Amazon Connect while owning the full lifecycle from architecture to production support.

This role is hybrid.

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

• 8+ years of total 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.

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.

Key Skills

Education

Any Graduate