Description

You will design, configure, and deploy end-to-end omnichannel cloud contact center solutions using Amazon Connect.

Responsibilities

• Architect Amazon Connect contact center solutions including IVR, routing, and queue management.
• Integrate Amazon Connect with CRM tools like Salesforce and ServiceNow, alongside AWS services and backend databases.
• Build automated voice and chat flows using Amazon Lex, Pinpoint, and other AWS services.
• Develop AWS Lambda functions using Node.js or Python to drive process automation and custom integrations.
• Implement test scripts to ensure the quality, reliability, and efficiency of deployed technologies.
• Design scalable architectures and disaster recovery mechanisms for contact center environments.

Required Skills

• 8+ years of professional experience.
• Deep expertise in Amazon Connect, including Contact Lens, Agent Workspace, and Customer Profiles.
• Hands-on experience with AWS Lambda, API Gateway, and S3.
• Proficiency in integrating Amazon Connect with Salesforce and ServiceNow.
• Experience with serverless architecture and AWS SDKs.
• Strong scripting skills in Node.js or Python.
• Knowledge of IVR design, skills-based routing, and AWS AI services like Lex and Polly.
• Ability to monitor, troubleshoot, and optimize Amazon Connect performance.
• Any Graduate degree.

Preferred Skills

• AWS Certified Solutions Architect or Developer Associate.
• Experience with Amazon QuickSight or Tableau for reporting and analytics.
• Familiarity with AWS security best practices, IAM, and compliance standards like GDPR or PCI-DSS.

Key Skills

Education

Any Graduate