Amazon connect Engineer

Responsibilities

Key Responsibilities

Amazon Connect & IVR Development

• 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

Core Experience

• 2–5 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

Preferred Skills

• IVR Concepts
• Python

Educational Requirements

Master Of Comp. Applications,Master Of Engineering,Master Of Technology,Bachelor Of Comp. Applications,Bachelor Of Engineering,Bachelor of Engineering