Amazon connect Engineer

Educational Requirements

• Bachelor of Engineering
• Bachelor of Technology
• Bachelor of Comp. Applications
• Master of Comp. Applications
• Master of Technology
• Master of Engineering

Service Line 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: AWS Lambda (business logic orchestration), DynamoDB (data persistence), 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

• 36 years of experience in Amazon Connect development and AWS ecosystem
• Strong hands-on experience in: Amazon Connect (mandatory)
• Contact flow and IVR design
• Queue and routing configuration
• Technical Skills
• AWS Services: Amazon Connect, AWS Lambda, DynamoDB, S3, API Gateway, 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

Preferred Skills

• Technology->Infrastructure-Contact Center->IVR Concepts
• Technology->OpenSystem->Python - OpenSystem