Amazon Connect Developer

About company:

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

· Job Title: Amazon Connect Developer

· Location: Pan India

· Experience: 4+years

· Notice Period:- Immediate joiners.

JD:

Key Responsibilities

Amazon Connect Development

• Design, build, and optimize

  Amazon Connect Contact Flows

  (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).
• Configure and manage

  Phone Numbers

  (DIDs, toll-free), routing profiles, and queues.
• Implement

  Agent Experience

  features – Contact Control Panel (CCP), call controls, metrics.
• Implement

  call recordings

  ,

  S3 storage

  ,

  encryption policies

  , and retention settings.
• Develop

  Lambda functions

  for API-based integrations and dynamic routing logic.
• Configure

  Call Disposition / Wrap-Up codes

  and return values to external systems.

Integration (Core Requirement)

• Integrate Amazon Connect with

  Salesforce (Salesforce Voice / Service Cloud)

  .
• Map caller ID / ANI to

  Lead/Contact

  → enable

  screen pop

  on inbound calls.
• Develop bidirectional data flows using:
• AWS Lambda
• Amazon Connect Streams API
• Amazon EventBridge
• Amazon SQS / SNS
• Work closely with CRM teams to ensure consistent logging of call activities and outcomes.

Contact Center Features

• Build solutions for:
• Outbound click-to-call
• Last-agent routing
• Skill-based routing
• Automated messaging on call outcome
• Voicemail routing
• Queue-based dashboards
• Implement

  real-time and historical reports

  using Amazon Connect, CloudWatch, or QuickSight.

Security & Compliance

• Apply IAM best practices (least privilege access).
• Secure S3 buckets, encryption, retention policies.
• Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).

Testing & Deployment

• Conduct functional and UAT testing.
• Implement CI/CD best practices using CloudFormation or IaC tools.
• Monitor deployments across multiple environments.

Required Skills & Experience

Technical Skills

• Strong hands-on experience in

  Amazon Connect

  (REQUIRED).
• Proficiency in AWS services:
• AWS Lambda
• Amazon S3
• Amazon DynamoDB
• Amazon CloudWatch
• IAM
• SNS / SQS
• API Gateway
• Experience integrating with

  Salesforce Voice

  ,

  Service Cloud

  , or other CRMs.
• Strong JavaScript or Python development skillset (for Lambda).
• Familiarity with JSON, REST APIs, and secure integrations.
• Experience in telephony concepts:
• SIP
• Call flows
• ANI, DNIS
• Short-code / long-code routing
• Recording retention

Soft Skills

• Strong communication and documentation skills.
• Ability to work with cross-functional teams (CRM, Marketing Cloud, Telephony, Networking).
• Analytical problem-solving skills with attention to detail.
• Ability to manage priorities in a fast-paced environment.

Preferred / Good-to-Have

• Experience with

  Salesforce Voice

  or

  Amazon Connect CTI Adapter

  .
• Knowledge of

  Amazon Lex

  ,

  Polly

  ,

  Kinesis

  , or

  QuickSight

  .
• Experience in Education sector or CRM-driven contact center solutions.
• Salesforce Admin or AWS Associate certification (nice to have).