Description

What You'll Do:

• Design, configure, and maintain Amazon Connect contact center solutions
• Develop and manage Amazon Connect contact flows, routing profiles, queues, and IVR logic
• Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, DynamoDB, S3, and CloudWatch
• Implement call routing, inbound/outbound calling, whisper, transfer, and hold workflows
• Handle CCP configuration, agent setup, and real?time monitoring
• Analyze and troubleshoot call flow, telephony, SIP, and CTI issues
• Monitor contact center performance using reports, metrics, and dashboards
• Support production issues, perform root?cause analysis, and implement fixes
• Work closely with business, CX, and IT teams for enhancements and integrations
• Ensure security, access control, and compliance using AWS IAM and policies

Expertise You'll Bring:

• Hands on experience with Amazon Connect
• Strong knowledge of Contact Flows, IVR, CCP, Queues, and Routing Profiles
• Experience integrating Amazon Connect with AWS Lambda
• Working knowledge of Amazon Lex and Amazon Polly
• Understanding of Contact Center, CTI, SIP, VoIP, and PSTN
• Experience with call routing, inbound/outbound calls, and reporting
• Familiarity with AWS IAM, CloudWatch, S3, and DynamoDB
• Strong troubleshooting and problem-solving skills

Key Skills

Education

Any Graduate