Amazon Connect Engineer

Job DescriptionWe are seeking an experienced Amazon Connect Developer with strong expertise in designing and implementing IVR and contact center solutions on AWS. The candidate will be responsible for developing scalable, customer-centric voice and chat workflows using Amazon Connect, AWS services, and integration frameworks.
Roles ResponsibilitiesKey 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 RequirementCore 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
  Educational RequirementMaster Of Comp. Applications,Master Of Engineering,Master Of Technology,Bachelor Of Comp. Applications,Bachelor Of Engineering,Bachelor of Engineering
  Preferred SkillsTechnology->Infrastructure-Contact Center->IVR Concepts,Technology->OpenSystem->Python - OpenSystem->Python
  Service LineEngineering Services