The ideal candidate will have hands-on experience designing and developing intelligent contact center solutions using Amazon Connect, along with strong expertise in AWS services and data-driven automation.

You will play a key role in building smart, scalable AI solutions that enhance customer engagement via voice and SMS channels.

Key Responsibilities :

- Design and develop Amazon Connect contact flows including voice and SMS integrations.

- Build conversational interfaces using Amazon Lex, integrate with Amazon Connect and other AWS services.

- Develop and deploy serverless applications using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.

- Monitor and troubleshoot solutions using Amazon CloudWatch.

- Implement infrastructure as code using Terraform and manage access with AWS IAM.

- Collaborate with data engineers and ML engineers to integrate AI/ML models into customer engagement platforms.

- Analyze call center data to uncover patterns and insights for automation opportunities.

- Work in an Agile development environment and contribute to continuous integration and continuous deployment (CI/CD) pipelines.

Required Skills & Qualifications :

- 5- 8 years of overall experience in Data Science / AI / Cloud Development.

- Strong experience with Amazon Connect including contact flow design, routing profiles, prompts, and integrations.

- Proficient in AWS services such as Lambda, Amazon Lex, Kinesis, S3, DynamoDB, API Gateway, and CloudWatch.

- Hands-on experience with Terraform for infrastructure automation.

- Strong programming skills in Python and experience building APIs.

- Solid understanding of machine learning concepts, NLP, and AI use cases in customer service.

- Familiarity with IAM policies and security best practices in AWS.

- Excellent communication skills and ability to work collaboratively in cross-functional teams.

Good To Have :

- Experience with CI/CD tools and DevOps practices.

- Knowledge of analytics tools for call center data like Amazon QuickSight or similar.

- Experience with multi-language support and regional routing in Amazon Connect.