Job
Description
Design, develop, and deploy AWS Connect solutions for CIVR (Interactive Voice Response), Chatbots (Lex), omnichannel routing, and reporting . Architect scalable contact center solutions leveraging AWS Connect, Lambda, DynamoDB, S3, Kinesis, and CloudWatch . Implement AI/ML-driven chatbots using Amazon Lex with seamless integration into Connect flows. Develop real-time and historical reporting using Amazon Connect Analytics, QuickSight, or third-party tools . Optimize CCP (Contact Control Panel) , CRM integrations (Salesforce, Zendesk), and agent productivity tools . Ensure high availability, security, and compliance (HIPAA, GDPR, PCI) for AWS Connect deployments. Automate processes using AWS Step Functions, EventBridge, and SNS/SQS . Required Skills: AWS Connect (Call flows, Queues, Routing Profiles, Security Profiles) Amazon Lex (Chatbot design, NLP, Lambda integration) AWS Lambda (Python/Node.js) for IVR logic & backend integrations Contact Center Reporting (Connect Metrics, QuickSight, BI tools) APIs & Integrations (REST, Webhooks, Salesforce, ServiceNow) Infrastructure as Code (Terraform, CloudFormation) Nice to Have: AWS Certification ( Solutions Architect, Developer, or Connect Specialty ) Experience with GenAI for contact centers (Amazon Q, Bedrock) Knowledge of WFO tools (WFM, Recording, Quality Management) Design, develop, and deploy AWS Connect solutions for CIVR (Interactive Voice Response), Chatbots (Lex), omnichannel routing, and reporting . Architect scalable contact center solutions leveraging AWS Connect, Lambda, DynamoDB, S3, Kinesis, and CloudWatch . Implement AI/ML-driven chatbots using Amazon Lex with seamless integration into Connect flows. Develop real-time and historical reporting using Amazon Connect Analytics, QuickSight, or third-party tools . Optimize CCP (Contact Control Panel) , CRM integrations (Salesforce, Zendesk), and agent productivity tools . Ensure high availability, security, and compliance (HIPAA, GDPR, PCI) for AWS Connect deployments. Automate processes using AWS Step Functions, EventBridge, and SNS/SQS . Required Skills: AWS Connect (Call flows, Queues, Routing Profiles, Security Profiles) Amazon Lex (Chatbot design, NLP, Lambda integration) AWS Lambda (Python/Node.js) for IVR logic & backend integrations Contact Center Reporting (Connect Metrics, QuickSight, BI tools) APIs & Integrations (REST, Webhooks, Salesforce, ServiceNow) Infrastructure as Code (Terraform, CloudFormation) Nice to Have: AWS Certification ( Solutions Architect, Developer, or Connect Specialty ) Experience with GenAI for contact centers (Amazon Q, Bedrock) Knowledge of WFO tools (WFM, Recording, Quality Management)
