Description

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

Responsibilities

• Design and implement complex contact flows, IVR, queues, and agent configurations using the full Amazon Connect suite.
• Develop custom integrations between Amazon Connect and CRM systems like Salesforce and ServiceNow, as well as ERP and monitoring systems.
• Optimize contact center performance by analyzing call flow data to reduce handling times and resolve bottlenecks.
• Configure voice and chat capabilities, including speech recognition, text-to-speech, and outbound dialing.
• 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 expertise in Amazon Connect core features, including Contact Lens and advanced routing logic.
• Proficiency with AWS LEX, Polly, Lambda, SQS, and SNS.
• Experience with AWS infrastructure including ECS, S3, Aurora PostgreSQL, and DynamoDB.
• Strong programming skills in Java and Spring Boot.
• 2+ years of experience using Terraform for infrastructure as code.
• Experience with SQL and NoSQL databases.
• Knowledge of security protocols including IAM, SAML, SSO, and regulatory requirements like PCI DSS, PII, HIPAA, and GDPR.
• Familiarity with DevOps practices using Jenkins, Git, and CI/CD pipelines.
• Understanding of networking concepts and protocols within telephony environments.

Preferred Skills

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

Key Skills

Education

Any Graduate