Amazon Connect Developer and Contact Center Solutions

Role Overview

Amazon Connect Developer

Key Responsibilities

1. Amazon Connect Contact Center Development

• Design and develop

  Contact Flows

  including:
• Inbound, outbound, queue, error-handling flows
• Self-service IVR using

  Lex bots

• Callback mechanisms and task routing
• Multi-branch routing logic using attributes, queues, and routing profiles
• Set up and manage:

• Queues, Routing Profiles, Users, Security Profiles

• Hours of Operation

  , quick connects, phone numbers
• Implement

  retry logic and fallback flows

  , failure detection, and CX optimization.
• Develop

  agent experience features

  such as screen-pop, customer profiles, and CTI integrations.

2. Amazon Lex Bot Development

• Build and deploy

  Lex V2 bots

  for voice and chat use cases.
• Create

  intents, sample utterances, slots, prompts, slot types, validation hooks

  .
• Integrate Lex with Amazon Connect via:

• Session attribute passing

• Lambda fulfillment hooks

• Error handling and no-match/no-input strategies

• Manage

  bot versioning and aliasing

  for dev/stage/prod environments.
• Implement Lex

  fallback, sentiment, and NLP/NLU enhancements

  .

3. AWS Lambda & Backend Integrations

• Develop Lambda functions in Python/Node.js for:
• Backend logic
• Database read/write operations (e.g., DynamoDB)
• Contact attribute enrichment
• Chat/voice fulfillment responses
• Implement

  retry logic

  , timeouts, error handling, structured logging, and throughput control.
• Connect Amazon Connect to

  DynamoDB

  ,

  RDS

  ,

  S3

  , or external APIs.

4. Serverless and Infrastructure Automation

• Build CloudFormation templates for:
• Amazon Connect resources
• Lex bots & aliases
• Lambda functions
• Kinesis streams
• Contact Lens, analytics, and storage
• Maintain CI/CD pipelines using:

• CodeCommit / CodePipeline / CodeBuild

• Implement parameter and credential management with:

• Secrets Manager

• Systems Manager Parameter Store

5. Event Streaming, Monitoring & Reporting

• Configure and manage:

• Amazon Kinesis

  (streaming call metrics/events)

• EventBridge

  rules for workflow automation

• SNS/SQS

  for async notifications and decoupling

• Pinpoint

  for SMS/Email notifications

• CloudWatch

  logs, dashboards, and alarms

• S3

  for call recordings, Contact Lens transcripts
• Build dashboards/reports for:
• Real-time contact metrics
• Agent performance
• Lex bot analytics

6. Version Management & Release Control

• Maintain version control for:

• Lex bot versions

• Lambda versions & aliases

• Contact Flow versions

  (export/import flows)

• CloudFormation stacks

• Implement best practices for

  Dev/Stage/Prod

  deployment isolation.

7. Security & Compliance

• Apply IAM permissions and least privilege access.
• Manage API authentication and secrets using

  Secrets Manager

  .
• Ensure compliance with

  data privacy

  ,

  PII masking

  ,

  encryption

  (S3/KMS).

Required Technical Skills

Amazon Connect

• Contact flows, queue setup, routing profiles
• Contact attributes, whisper flows, error handling
• Call recording, CTR records, real-time and historical metrics
• Agent workspace customization

AWS Services (Hands-on)

• Lambda, DynamoDB, Kinesis, EventBridge, SNS, SQS

  CloudFormation, S3, CloudWatch, CloudFront, Pinpoint, CodeCommit

  Secrets Manager, Systems Manager

Lex & NLP/NLU

• Intents, utterances, slots, slot types
• Context propagation, session attributes
• Lambda fulfillment hooks
• Error handling, clarification prompts
• Versioning and alias-based deployment

Programming

• Node.js or Python
• JSON, REST APIs, WebSockets
• Serverless architecture patterns

Contact Center Domain Knowledge

• ACD, IVR, queueing logic
• Skill-based routing
• KPI metrics
• Voice/chat/callback workflows

Nice-to-Have Skills

• Chatbot UI/UX development
• Frontend technologies (React, Angular, Vue)
• Custom agent dashboard development
• Knowledge of Contact Lens & sentiment analysis

1. Web Chat Implementation (Amazon Connect Chat UI)

• Amazon Connect provides a

  Web Chat

  embeddable widget.
• You can customize:
• Themes (colors, fonts, icons)
• Chat bubble shapes
• Pre-chat form
• Branding
• Customization is done using:

• AWS CloudFront hosting

• JavaScript/JSON config overrides

2. Custom Chat UI using AWS SDK

You can build your own UI using:

• React, Angular, or Vue

• Using

  Amazon Connect ChatJS

  ,

  Amazon Connect Streams API

  , or

  Lex Web UI

3. Lex Web UI (Open source from AWS Labs)

• Fully customizable chat widget
• You can modify:
• CSS, color theme
• Greeting messages
• Components layout
• Hosted via:

• S3 + CloudFront

4. Contact Lens transcripts + UI customization

• If required, you can build your own transcript viewer and chat history UI.

• Summary

• This role requires deep expertise in

  AWS serverless architecture

  ,

  Amazon Connect

  ,

  Lex NLP/NLU

  , and

  end-to-end contact center solutions

  , including automation, monitoring, and CI/CD deployments.