Responsibilities :
Design and implement IVR (Interactive Voice Response) and Chat Contact Flows using Amazon Connect
Configure and manage queues, routing profiles, hours of operation, and security profiles
Develop and optimize call flow logic to enhance customer experience and reduce call handling time
Implement advanced features such as callback functionality, dynamic routing, and escalation paths Amazon Lex & Conversational AI
Design and configure Amazon Lex Bots for voice and chatbot interactions
Integrate Lex bots with Amazon Connect for automated call handling and self-service use cases AWS Integration & Backend Development
Develop serverless integrations using: o AWS Lambda (business logic & orchestration) o DynamoDB (data persistence) o S3 (data storage and retrieval)
Implement API-based integrations using API Gateway for external system connectivity
Enable dynamic routing and personalization using customer data and backend systems
Technical and Professional Requirements:
3â€6 years of experience in Amazon Connect development and AWS ecosystem
Strong hands-on experience in: o Amazon Connect (mandatory) o Contact flow and IVR design o Queue and routing configuration Technical Skills
AWS Services: o Amazon Connect o AWS Lambda o DynamoDB o S3 o API Gateway o IAM
Conversational AI: Amazon Lex
Integration: REST APIs, CTI integrations with CRM tools
Scripting/Programming: Basic knowledge of Python (preferred) Nice-to-Have Skills
Experience with CloudFormation or Terraform
Knowledge of Amazon Connect CCP customization / Agent Workspace enhancements
Exposure to CloudFront, Cognito is an added advantage
