Key Responsibilities :

1. Amazon Connect Solution Design :

- Design scalable, secure, and resilient Amazon Connect architectures.

- Build end-to-end customer journeys, IVR flows, and contact routing strategies.

- Gather business requirements and translate them into technical solutions.

2. Development & Customization :

- Develop and customize Amazon Connect contact flows.

- Implement integrations with CRM platforms, ticketing tools, APIs, and backend systems.

- Build AWS Lambda functions and automation components.

3. AWS AI / Generative AI Integration :

- Implement AWS AI services including Amazon Bedrock, Amazon Lex, Amazon Kendra, Amazon Q, and related technologies.

- Develop chatbot, voicebot, transcription, summarization, and AI-assisted contact center capabilities.

4. Migration & Transformation :

- Lead migration initiatives from legacy contact center platforms such as Avaya, Genesys, and Cisco to Amazon Connect.

- Conduct gap analysis and transformation planning.

5. Solution Architecture & Documentation :

- Prepare architecture diagrams, technical documentation, solution designs, and operational procedures.

- Support customer discussions, technical proposals, and solution presentations.

Required Skills :

- 5+ years of overall cloud contact center experience.

- 3+ years of hands-on Amazon Connect implementation experience.

- Strong understanding of IVR, CTI, ACD, WFM, and contact center operations.

- Experience with AWS services including :

1. AWS Lambda

2. DynamoDB

3. S3

4. CloudWatch

5. IAM

6. Step Functions

7. Kinesis

- Experience with AWS Generative AI services.

- Programming experience in Python, Node.js, or Java.

- API integrations and CRM connectivity experience.

- Understanding of cloud security and compliance standards.

Preferred Skills :

- AWS Certifications (Solutions Architect Associate/Professional preferred).

- DevOps knowledge including Terraform, CloudFormation, and CI/CD pipelines.

- Contact center analytics and reporting.

- SIP, PSTN, and telephony expertise.

- Client-facing consulting experience.