Manager - Customer Interaction Suite

Key Responsibilities

• Solution Design & Implementation:

  Design and implement contact center solutions, including complex call flows (AC flows), Interactive Voice Response (IVR) systems, and omnichannel experiences (chat, email, SMS) using Amazon Connect

• AWS Integration:

  Develop and integrate core AWS services like Lambda ( in Python or Node.js), Amazon Lex (for chatbots and conversational AI), DynamoDB, S3, API Gateway, Kinesis, and CloudFormation to create robust, event-driven solutions.

• Custom Development & Integration:

  Build custom widgets and functionalities using the AWS SDKs and APIs. Integrate Amazon Connect with third-party systems such as CRM platforms ( Salesforce, ServiceNow etc) for seamless data flow and screen-pops.

• Platform Management:

  Configure and optimize Amazon Connect components, including ACD (Automatic Call Distributor), routing profiles, queues, agent hierarchies, and security profiles.

• Monitoring & Troubleshooting:

  Use tools like Amazon CloudWatch to monitor system performance, troubleshoot complex issues in distributed systems, and ensure platform reliability, scalability, and security.

• Collaboration:

  Work within an Agile or DevOps framework, collaborating with product managers, QA, and other stakeholders to translate business requirements into technical solutions and ensure continuous improvement.

• AI/GenAI Integration:

  Implement solutions leveraging AI and Generative AI technologies, such as Amazon Bedrock, for intelligent workflows and improved customer interactions.

Required Skills and Qualifications

• Technical Proficiency:

  Strong hands-on experience with Amazon Connect and key AWS services (Lambda, Lex, S3, DynamoDB, API Gateway).

• Programming Languages:

  Proficiency in at least one programming language Python/Node.js.

• Contact Center Knowledge:

  Experience with contact center technologies, including IVR, VoIP, call routing, and telephony systems.

• Development Practices:

  Familiarity with Agile methodologies, DevOps practices, CI/CD pipelines, and writing infrastructure as code (e.g., CloudFormation).

• Problem-Solving:

  Excellent analytical and problem-solving skills to troubleshoot issues in complex cloud environments.

• Soft Skills:

  Strong communication, collaboration, and a customer-focused mindset are essential for working with cross-functional teams and stakeholders.

• Certifications:

  AWS certifications - AWS Certified Developer Associate AWS Certified Solutions Architect Associate.

Key Responsibilities

• Solution Design & Implementation:

  Design and implement contact center solutions, including complex call flows (AC flows), Interactive Voice Response (IVR) systems, and omnichannel experiences (chat, email, SMS) using Amazon Connect

• AWS Integration:

  Develop and integrate core AWS services like Lambda ( in Python or Node.js), Amazon Lex (for chatbots and conversational AI), DynamoDB, S3, API Gateway, Kinesis, and CloudFormation to create robust, event-driven solutions.

• Custom Development & Integration:

  Build custom widgets and functionalities using the AWS SDKs and APIs. Integrate Amazon Connect with third-party systems such as CRM platforms ( Salesforce, ServiceNow etc) for seamless data flow and screen-pops.

• Platform Management:

  Configure and optimize Amazon Connect components, including ACD (Automatic Call Distributor), routing profiles, queues, agent hierarchies, and security profiles.

• Monitoring & Troubleshooting:

  Use tools like Amazon CloudWatch to monitor system performance, troubleshoot complex issues in distributed systems, and ensure platform reliability, scalability, and security.

• Collaboration:

  Work within an Agile or DevOps framework, collaborating with product managers, QA, and other stakeholders to translate business requirements into technical solutions and ensure continuous improvement.

• AI/GenAI Integration:

  Implement solutions leveraging AI and Generative AI technologies, such as Amazon Bedrock, for intelligent workflows and improved customer interactions.

Required Skills and Qualifications

• Technical Proficiency:

  Strong hands-on experience with Amazon Connect and key AWS services (Lambda, Lex, S3, DynamoDB, API Gateway).

• Programming Languages:

  Proficiency in at least one programming language Python/Node.js.

• Contact Center Knowledge:

  Experience with contact center technologies, including IVR, VoIP, call routing, and telephony systems.

• Development Practices:

  Familiarity with Agile methodologies, DevOps practices, CI/CD pipelines, and writing infrastructure as code (e.g., CloudFormation).

• Problem-Solving:

  Excellent analytical and problem-solving skills to troubleshoot issues in complex cloud environments.

• Soft Skills:

  Strong communication, collaboration, and a customer-focused mindset are essential for working with cross-functional teams and stakeholders.

• Certifications:

  AWS certifications - AWS Certified Developer Associate AWS Certified Solutions Architect Associate.