Description

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

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 tools.
• Configure voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• Optimize performance by analyzing call flow data to reduce handling times and resolve bottlenecks.
• Troubleshoot and resolve technical issues related to Amazon Connect and its service 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 AWS LEX bots.
• Experience integrating Amazon Connect with AWS Lambda, SQS, and SNS.
• Proficiency in Java and Spring Boot.
• Experience with Terraform (2+ years), Jenkins, Spinnaker, and Git.
• Strong knowledge of SQL and NoSQL databases including DynamoDB and Aurora PostgreSQL.
• Working knowledge of security protocols including IAM, SAML, SSO, and Active Directory.
• Understanding of compliance requirements such as PCI DSS, PII, HIPAA, and GDPR.
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.

Preferred Skills

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

Key Skills

Education

Bachelor's degree