Description

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

This role is on-site.

Responsibilities

• Architect Amazon Connect solutions including IVR, routing, and queue management.
• Integrate Amazon Connect with CRM tools (Salesforce, ServiceNow), AWS services, and backend databases.
• Build automated voice and chat flows using Amazon Lex and Pinpoint.
• Develop AWS Lambda functions in Node.js or Python for process automation and custom integrations.
• Implement test scripts and design scalable architectures with disaster recovery mechanisms.

Required Skills

• 8+ years of professional experience in software engineering or architecture.
• Deep expertise in Amazon Connect (Contact Lens, Agent Workspace, 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 (Lex, Polly).
• Ability to monitor, troubleshoot, and optimize Amazon Connect performance.

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 (GDPR, PCI-DSS).

Key Skills

Education

Any Graduate