Amazon Connect / Lex Conversational Design Engineering Lead L2

Job Description

Amazon Connect / Lex Conversational Design Engineering Lead Job Summary We are seeking an experienced Amazon Connect / Lex Conversational Designer to design and build IVR and self-service contact flows within an Amazon environment. This role will support 9 business units , focusing on intuitive caller experiences, authentication, intelligent routing, and conversational automation.

Key Responsibilities

• Design and build Amazon Connect IVR/contact flows.
• Develop and optimize Amazon Lex intents, utterances, and NLU models.
• Implement caller authentication using Employee # and PIN.
• Design routing based on caller type, including Pilot, FA, and working status.
• Build DTMF fallback patterns for noisy airport environments.
• Perform Lex bot training, utterance tuning, conversational testing, and QA during migration.
• Partner with business and technical teams to improve self-service and caller experiences.

Required Skills

• Amazon Connect
• Amazon Lex
• Conversational/IVR design
• NLU intent and utterance modeling
• Lex bot training and tuning
• DTMF IVR design patterns
• Contact flow design and testing
• Conversational QA and migration support

Mandatory Skills: Amazon Lex

Experience: >10 YEARS

The expected compensation for this role ranges from $100,000 to $200,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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