Amazon Contact centre

We are looking for an experienced Amazon Connect (Amazon Contact Center) professional with hands-on expertise in Amazon Bedrock to design and implement AI-powered customer engagement solutions. The ideal candidate should have strong experience in Amazon Connect contact center implementations and be capable of leveraging Amazon Bedrock for Generative AI use cases such as virtual assistants, agent assist, call summarization, knowledge retrieval, and conversational AI.

Required Skills

• 5+ years of experience in Contact Center technologies.
• Hands-on experience with Amazon Connect.
• Strong experience working with Amazon Bedrock and Large Language Models (LLMs).
• Experience implementing AI-powered customer service solutions using Bedrock.
• Knowledge of Prompt Engineering, RAG (Retrieval-Augmented Generation), and Bedrock Knowledge Bases.
• Experience integrating Amazon Connect with AWS services such as Lambda, S3, DynamoDB, API Gateway, Lex, and CloudWatch.
• Strong programming skills in Python, Java, or Node.js.
• Experience with REST APIs and third-party integrations.
• Understanding of contact flows, IVR design, routing profiles, queues, and agent workspace configuration.

Key Responsibilities

• Design and develop enterprise-scale contact center solutions using Amazon Connect.
• Build and integrate Generative AI capabilities using Amazon Bedrock.
• Develop AI-powered chatbots, virtual agents, and agent-assist solutions.
• Implement call summarization, sentiment analysis, and knowledge retrieval using Bedrock foundation models.
• Configure and maintain IVR workflows, routing logic, and customer engagement channels.
• Integrate Amazon Connect with CRM platforms and enterprise applications.
• Optimize contact center performance, customer experience, and operational efficiency.
• Collaborate with stakeholders to define AI-driven contact center strategies and solutions.

Preferred Skills

• Experience with Amazon Lex, Contact Lens, and conversational AI platforms.
• AWS Certification (Developer, Solutions Architect, or AI/ML).
• Experience in Contact Center migration and modernization projects.
• Exposure to Generative AI governance and responsible AI practices.