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Anthology Inc
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Amazon Connect Architect

Amazon Connect Architect

Anthology Inc

8 - 13 years

40 - 45 Lacs

Chennai

Posted:1 week ago| Platform:

Apply

Skills Required

Ticketing Automation Coding Healthcare Customer service Troubleshooting Monitoring LEX Salesforce Python

Work Mode

Work from Office

Job Type

Full Time

Job Description

We re looking for an experienced Amazon Connect Expert to join our team and help design, configuration, and integration of advanced contact center solutions using Amazon Connect- The ideal candidate has deep technical knowledge of Amazon Connect and its ecosystem, and is skilled in creating comprehensive documentation, including user-friendly step-by-step guides for end users and technical teams- You ll play a key role in helping us build modern, scalable, and efficient customer service experiences that integrate seamlessly with internal systems and third-party platforms-

Primary responsibilities will include:

Amazon Connect Architecture Configuration

Designing, configuring, and maintaining Amazon Connect environments, including contact flows, routing profiles, hours of operation, and agent experience
Building and optimizing Lex bots, Lambda functions, and Amazon Connect Tasks

Integration Automation

Integrating Amazon Connect with CRMs (e-g-, Salesforce, HubSpot), ticketing platforms (e-g-, ServiceNow, Zendesk), and internal tools via APIs, AWS Lambda, EventBridge , S3, DynamoDB, etc
Developing automation scripts and workflows to streamline operations and reduce manual work

Documentation Guides

Creating step-by-step guides, user manuals, knowledge base articles, and training materials for various stakeholders (agents, supervisors, developers)
Maintaining documentation for architecture diagrams, integration patterns, and deployment processes

Project Leadership Support

Leading or collaborating on the implementation of new contact center features and migrations
Troubleshooting issues, monitoring performance, and ensuring high availability and compliance with SLAs

Collaboration Enablement

Working closely with business stakeholders, engineers, and IT teams to translate contact center needs into scalable Amazon Connect solutions
Training and mentoring internal teams on best practices, configuration, and ongoing support

The Candidate:

Required skills/qualifications:

E xperience with Amazon Connect , including complex setups and integrations (at least 3 year preferred)
Deep understanding of AWS services commonly used with Connect (Lambda, S3, Lex, DynamoDB, CloudWatch, etc-)
Hands-on experience integrating Amazon Connect with CRMs and third-party platforms
Strong documentation skills ability to write clear, concise, and visually helpful step-by-step instructions
Familiarity with contact center metrics, KPIs, and customer experience best practices
Experience with scripting or coding in Python, JavaScript, or Node-js is a plus
AWS certification (especially in Connect or Solutions Architect) is a plus
Fluency in written and spoken English at CEF C1 level or above

Preferred skills/qualifications:

Experience with Amazon Connect Cases, Wisdom, Tasks, and Contact Lens
Understanding of TCPA compliance and secure call handling
UI/UX understanding for agent and customer interfaces
Experience working in regulated industries (e-g-, healthcare, finance, Education)

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Amazon Connect Architect