Amazon Contact centre

We are looking for an experienced Amazon Connect Developer with strong expertise in designing, developing, and implementing cloud-based contact center solutions. The ideal candidate should have hands-on experience with Amazon Connect, IVR development, contact flows, routing strategies, AWS services, and CRM integrations.

Key Responsibilities

• Design, develop, and maintain customer engagement solutions using Amazon Connect.
• Configure and manage Contact Flows, IVR systems, and customer interaction workflows.
• Implement and support ACD (Automatic Call Distribution) functionalities.
• Configure and manage Routing Profiles, Queues, and agent routing strategies.
• Develop and maintain integrations between Amazon Connect and enterprise applications.
• Build and support conversational AI solutions using Amazon Lex.
• Configure and utilize Amazon Contact Lens for call analytics, sentiment analysis, and customer insights.
• Develop serverless applications and integrations using AWS services.
• Collaborate with business stakeholders to understand requirements and deliver scalable contact center solutions.
• Monitor, troubleshoot, and optimize contact center performance and customer experience.

Required Skills

• Hands-on experience with Amazon Connect / Amazon Connect Customer Service solutions.
• Strong experience in:
• Contact Flows
• IVR Design & Development
• ACD (Automatic Call Distribution)
• Routing Profiles
• Queues
• Contact Lens
• Amazon Lex
• Experience with AWS services:
• DynamoDB
• S3
• API Gateway
• IAM
• CloudWatch
• AWS Lambda
• Strong understanding of REST API development and integrations.
• Experience in CRM Integration (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
• Knowledge of CTI (Computer Telephony Integration) concepts and implementations.
• Experience in troubleshooting and resolving production issues within Amazon Connect environments.

Preferred Skills

• AWS Certification (Developer Associate / Solutions Architect Associate).
• Experience in omnichannel customer support solutions.
• Exposure to Contact Center migration and modernization projects.
• Experience with Conversational AI and chatbot implementations.

Qualifications