Amazon Connect

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Job Title: Amazon Connect Developer / Amazon Connect Contact Center Engineer

Experience: 4-8 Years
Location: PAN India / Hybrid
Employment Type: Full-Time

Job Summary

We are seeking an experienced Amazon Connect Developer with strong expertise in designing, developing, and supporting cloud-based contact center solutions using Amazon Connect. The ideal candidate should have hands-on experience in building and managing contact flows, IVR solutions, routing configurations, integrations with enterprise applications, and AWS services that support Amazon Connect ecosystems.

Required Skills

Primary Skill

• Strong hands-on experience in Amazon Connect / Amazon Connect Customer Service solutions
• Experience in designing, developing, and implementing Amazon Connect contact center applications

Amazon Connect Capabilities

• Contact Flows
• Interactive Voice Response (IVR)
• Automatic Call Distribution (ACD)
• Routing Profiles
• Queues and Queue Management
• Agent Workspace Configuration
• Contact Lens for analytics, transcription, and sentiment analysis

AWS Services

• Amazon Lex (Chatbots and Voice Bots)
• AWS Lambda
• DynamoDB
• S3 Buckets
• API Gateway
• IAM (Identity and Access Management)
• CloudWatch Monitoring and Logging

Integration Skills

• REST API Development and Integration
• CRM Integration (Salesforce, ServiceNow, Dynamics, etc.)
• CTI (Computer Telephony Integration)
• Third-Party Application Integration
• Webhook and Middleware Integration

Responsibilities

• Design and develop end-to-end contact center solutions using Amazon Connect.
• Build and maintain contact flows, IVR applications, routing strategies, and queue configurations.
• Configure Routing Profiles, Agent Hierarchies, and Contact Control Panels.
• Develop conversational AI solutions using Amazon Lex integrated with Amazon Connect.
• Implement Contact Lens features for call recording, transcription, analytics, and quality monitoring.
• Integrate Amazon Connect with CRM platforms and enterprise systems using REST APIs and AWS services.
• Develop and maintain serverless solutions using Lambda, API Gateway, DynamoDB, and S3.
• Monitor application performance and troubleshoot issues using CloudWatch.
• Ensure security best practices through IAM roles, policies, and access controls.
• Participate in requirement gathering, solution design, testing, deployment, and production support activities.