Description

You will design, configure, and deploy Amazon Connect solutions, including IVR, routing, queues, and agent configurations. You build and manage omnichannel customer journeys using Amazon Connect and AWS services. You integrate Amazon Connect with CRM platforms like Salesforce and ServiceNow, and backend systems. You develop serverless solutions using AWS Lambda, API Gateway, and scripting in Python or Node.js. You implement AI-driven features using Amazon Lex and Polly. You design scalable, secure, and resilient contact center architectures. You perform testing, automation, and performance validation. You develop disaster recovery strategies and ensure system reliability. You create technical documentation, runbooks, and provide training. You collaborate with stakeholders to translate business needs into technical solutions.

Responsibilities

• Design and deploy Amazon Connect solutions including IVR, routing, and queues.
• Build omnichannel customer journeys using Amazon Connect and AWS services.
• Integrate Amazon Connect with Salesforce, ServiceNow, and backend systems.
• Develop serverless solutions using AWS Lambda, API Gateway, and Python/Node.js.
• Create technical documentation, runbooks, and provide user training.

Required Skills

• 0–2 years of hands-on experience with Amazon Connect.
• Proficiency in Python or Node.js for scripting and automation.
• Experience with AWS services including Lambda, API Gateway, and S3.
• Strong knowledge of IVR design, routing strategies, and contact center workflows.
• Understanding of omnichannel architecture within the AWS ecosystem.
• Experience with test automation and performance validation.
• Bachelor’s degree in Computer Science, IT, or a related field.

Preferred Skills

• AWS Certified Solutions Architect or AWS Certified Developer certification.
• Experience with Salesforce CRM integration.

Key Skills

Education

Bachelor’s degree