Amazon Connect

Responsibilities :

Key Responsibilities Amazon Connect & IVR Development . 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:

Core Experience . 9-15 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