Amazon connect Engineer

Job description

Core Experience - 2–5 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 Key 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