AWS Telephony / IVR Application Developer

Job Summary
We are seeking an experienced AWS Telephony / IVR Application Developer to design, develop, deploy, and support Amazon Connect–based IVR solutions. The role involves building and maintaining IVR contact flows and serverless applications, implementing secure configuration and secrets management, and ensuring highly resilient designs that gracefully handle failure scenarios such as timeouts, API failures, and downstream dependency degradation.

Key Responsibilities

• Amazon Connect & IVR Development
• Design, develop, deploy, and version Amazon Connect contact flows.
• Configure and maintain Amazon Connect components, including:
• Queues
• Routing profiles
• Hours of operation
• Develop and integrate Amazon Lex bots where applicable.
• Design and validate IVR behavior under failure scenarios, including:
• API errors and downstream service failures
• Timeouts, retries, and latency spikes
• Partial or complete dependency outages
• Implement robust fallback paths and customer-friendly error handling strategies.

AWS Serverless Application Development

• Develop and maintain AWS Lambda functions (Node.js or Python) supporting IVR workflows.
• Design and implement API endpoints consumed by IVR contact flows.
• Implement resilient application patterns, including:
• Structured error handling
• Retry and backoff strategies
• Observability through structured logging and tracing
• Design and implement DynamoDB access patterns for IVR use cases such as:
• Routing state management
• Transfer logic
• Customer context and session persistence

Secure & Configurable Development

• Develop applications that externalize configuration (no hard-coded values).
• Use managed services for secrets management (e.g., AWS Secrets Manager or Parameter Store).
• Ensure deployments are environment-agnostic and support promotion without code changes.
• Eliminate hard-coded:
• Endpoints
• Credentials
• Environment-specific identifiers

Deployment & Delivery Practices

• Deploy solutions using standardized CI/CD pipelines; avoid manual console deployments.
• Contribute to and maintain deployment runbooks to ensure consistent and repeatable releases.
• Participate in defect triage, root cause analysis, and resolution for production issues.
• Collaborate with QA and stakeholders to ensure changes meet quality and reliability standards prior to release.

Required Skills & Experience

• Core Technical Expertise
• Hands-on experience with Amazon Connect, including:
• Contact flows
• Queues, routing profiles, and hours of operation
• Strong AWS serverless development experience, including:
• AWS Lambda (Node.js or Python)
• API integration for IVR workflows
• DynamoDB design and implementation
• Experience building IVR or telephony systems with emphasis on:
• Fault tolerance
• Graceful degradation
• Failure scenario handling
• Experience with secure configuration and secrets management using AWS-native services (e.g., Secrets Manager, Parameter Store).
• Experience delivering applications through CI/CD pipelines and standardized deployment processes