Amazon connect Engineer

Responsibilities :

Design and implement IVR (Interactive Voice Response) and Chat Contact Flows using Amazon Connect

Configure and manage queues, routing profiles, hours of operation, and security profiles

Develop and optimize call flow logic to enhance customer experience and reduce call handling time

Implement advanced features such as callback functionality, dynamic routing, and escalation paths Amazon Lex & Conversational AI

Design and configure Amazon Lex Bots for voice and chatbot interactions

Integrate Lex bots with Amazon Connect for automated call handling and self-service use cases AWS Integration & Backend Development

Develop serverless integrations using: o AWS Lambda (business logic & orchestration) o DynamoDB (data persistence) o S3 (data storage and retrieval)

Implement API-based integrations using API Gateway for external system connectivity

Enable dynamic routing and personalization using customer data and backend systems

Technical and Professional Requirements:

3â€6 years of experience in Amazon Connect development and AWS ecosystem

Strong hands-on experience in: o Amazon Connect (mandatory) o Contact flow and IVR design o Queue and routing configuration Technical Skills

AWS Services: o Amazon Connect o AWS Lambda o DynamoDB o S3 o API Gateway o IAM

Conversational AI: Amazon Lex

Integration: REST APIs, CTI integrations with CRM tools

Scripting/Programming: Basic knowledge of Python (preferred) Nice-to-Have Skills

Experience with CloudFormation or Terraform

Knowledge of Amazon Connect CCP customization / Agent Workspace enhancements

Exposure to CloudFront, Cognito is an added advantage