Amazon connect Engineer

Educational Requirements

Bachelor of Engineering, Bachelor Of Engineering, Master Of Comp. Applications, Bachelor Of Comp. Applications, Master Of Engineering, Master Of Technology

Service Line

Engineering Services

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 AWS Lambda, DynamoDB, S3
• 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 25 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->Python