Key Responsibilities
- Design and implement end-to-end contact center solutions using Amazon Connect
- Configure routing, contact flows, IVR, queues, and agent experience
- Integrate Amazon Connect with CRM and backend systems using AWS Lambda and Amazon API Gateway
- Implement chatbots using Amazon Lex
- Manage call analytics and reporting using Amazon Kinesis and Amazon QuickSight
- Ensure high availability, security, and compliance
Mandatory Skills
- Strong hands-on experience with Amazon Connect implementation
- Experience in contact center migration from Avaya/Cisco to AWS
- Knowledge of AWS services (Lambda, S3, API Gateway, CloudWatch)
- Experience with CRM integrations (Salesforce, ServiceNow, etc.)
- Strong understanding of IVR design and call routing logic
Good to Have
- AWS Solution Architect certification
- Experience with Contact Lens analytics
- DevOps and CI/CD exposure
Skills: amazon connect,ivr,aws
