Job
Description
Key Responsibilities: 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)
