What We Offer:

• Opportunity to work on cutting-edge AWS technologies
• Dynamic, collaborative work environment
• Competitive salary and benefits
• Flexible work arrangements

What you will be doing:

• Amazon Connect Configuration & Support o Design, configure, and maintain Amazon Connect instances, routing profiles, queues, contact flows, and prompts.
• Implement and manage integrations with AWS Lambda, Lex bots, Kinesis, DynamoDB, and S3 for call analytics and automation.
• Set up call recording, transcription, sentiment analysis, and contact trace record (CTR) exports
• IVR and Conversational AI Development
• Build advanced contact flows using Amazon Lex and AWS Lambda to support natural language understanding (NLU).
• Implement menu-based and AI-powered IVRs tailored to business workflows.
• Platform Integrations
• Work closely with CRM, WFM, ticketing platforms (e.g., Salesforce, Zendesk), and analytics tools to ensure seamless data flow and agent desktop experience.
• Enable third-party integrations via REST APIs and event-driven architectures.
• Monitoring, Troubleshooting, and Optimization
• Use CloudWatch, CloudTrail, and Amazon Connect metrics to monitor and troubleshoot performance issues.
• Analyze contact center KPIs (AHT, CSAT, FCR, containment rate) and optimize flows accordingly.
• Security and Compliance o Ensure system security aligns with internal policies and external regulations (e.g., HIPAA, PCI).
• Manage IAM roles, permissions, and encryption policies. Stakeholder Engagement & Documentation
• Collaborate with business analysts, product managers, and CX teams to gather requirements and deliver customer-centric solutions.
• Document architecture, flow diagrams, and change management processes.

What we expect to have:

• 3+ years of experience working with Amazon Connect
• Strong hands-on experience with AWS services: Lambda, Lex, CloudWatch, IAM, S3, DynamoDB
• Experience designing contact flows, IVRs, and self-service solutions
• Proficiency in scripting (Node.js or Python) for Lambda functions
• Familiarity with contact center operations, KPIs, and metrics
• Excellent problem-solving skills and attention to detail •
• Strong written and verbal communication skills
• AWS Certified Solutions Architect or AWS Certified Developer Experience with Salesforce, Zendesk, or ServiceNow integration
• Familiarity with call recording/transcription services (Amazon Transcribe, Kinesis)
• Experience with Visual IVR, SMS integrations, or conversational AI