Job Description :

Key Responsibilities :

- Design, configure, and deploy contact center solutions using Amazon Connect.

- Develop and maintain IVR, call routing, queue management, and customer self-service applications.

- Implement omnichannel communication capabilities including voice, chat, email, and task management.

- Configure contact flows, routing profiles, queues, user management, and reporting dashboards.

- Integrate Amazon Connect with enterprise applications such as CRM, ERP, ServiceNow, Salesforce, and custom platforms.

- Develop serverless solutions using AWS Lambda to automate contact center workflows.

- Configure and optimize Amazon Lex chatbots and conversational AI solutions.

- Implement call recording, quality management, and customer analytics capabilities.

- Develop APIs and integrations using RESTful services and AWS integration tools.

- Troubleshoot production issues and optimize platform performance.

- Ensure compliance with security, governance, and data privacy requirements.

- Participate in solution architecture discussions and cloud migration initiatives.

- Monitor system health, capacity planning, and operational metrics.

- Collaborate with business stakeholders, operations teams, and solution architects to improve customer experience.

Required Skills & Qualifications :

Amazon Connect Expertise :

- Hands-on experience with : Amazon Connect, Contact Flows, Routing Profiles, Queues, User Management, Contact Lens, Real-Time Metrics, Historical Reporting, Task Management, Chat and Voice Channels.

AWS Services :

- Experience with : AWS Lambda, Amazon Lex, Amazon S3, Amazon DynamoDB, Amazon API Gateway, Amazon SNS, Amazon SQS, Amazon Kinesis, AWS IAM, CloudWatch, AWS Step Functions, Amazon EventBridge.

Development Skills :

- Strong programming experience in : Python, Node.js, JavaScript, Java (preferred).

- Experience developing : REST APIs, Microservices, Serverless Applications.

Contact Center Technologies :

- Understanding of : IVR Design, Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Workforce Management (WFM), Customer Experience (CX) Solutions, Call Recording and Quality Monitoring, Omnichannel Contact Centers.

Integration Technologies :

- Experience integrating with : Salesforce, ServiceNow, Zendesk, Microsoft Dynamics 365, CRM platforms, Third-Party Telephony Systems.