Description

Design, build, and maintain Amazon Connect contact flows, IVR enhancements, and backend integrations.

This role is remote.

Responsibilities

• Design call flows and integrate with backend systems via APIs.
• Manage NICE BU, providing input into solution design and optimization.
• Implement routing designs, including profiles, queues, and dynamic business hours.
• Deploy APIs and consume services in collaboration with the Architecture team.
• Troubleshoot scripting issues and coordinate resolutions with tech teams.

Required Skills

• 2+ years of hands-on experience with Amazon Connect contact flows.
• Proficiency in AWS Lambda, DynamoDB, and Lex Bots.
• Experience with Python, Node.js, or Java.
• Strong understanding of API integration and call routing design.
• Knowledge of portal widget, CRM, chatbot, email, and SMS solutions.
• Ability to design routing profiles, queues, callbacks, and emergency messaging.
• Familiarity with GIT, GitHub, or TFS.
• Experience with CI/CD tools like Terraform, CloudFormation, or GoCD.

Preferred Skills

• Experience in contact center environments such as Genesys, Avaya, or Cisco.

Key Skills

Education

Any Graduate